Tower Lead - ServiceNow

Tower Lead - ServiceNow Job no: 531981 Brand: Product and Technology Work type: Full time Location: Noida, India Categories: Digital and Technology Hello, FCM part of FCTG is one of the worlds largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCMs flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience. As part of the ASX-listed Flight Centre Travel Group, FCM delivers the best market-wide rates, unique added-value benefits, and exclusive solutions. Winner of the World's Leading Travel Management Company Award at the WTM for nine consecutive years (2019-2011), FCM is constantly transforming the business of travel through its empowered and accountable people who deliver 24/7 service and are available online and offline. FCM has won the coveted Great Place to Work certification for the fifth time! FCM Travel India is one of Indias Top 100 Great Mid-size Workplaces 2024 and the Best in Professional Services. A leader in the travel tech space, FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events. Summary The ServiceNow Tower Lead is the assistant team leader for the ETS ServiceNow team, responsible for the end-to-end delivery of ITSM support, project engineering, and platform maintenance, based in the Global Capability Centre. The Tower Lead operates with a high degree of independence, owning solution design and delivery for standard BAU and ITSM work, and coordinating with onshore design leads for major or complex projects where additional design authority is required. Operating within the SIAM framework as part of an internal service provider function, the Tower Lead enables the offshore team to function as a capable, self-directing delivery unit maintaining quality, throughput, and platform standards with little routine onshore dependency. The Tower Lead is a senior technical practitioner who leads by example, uplifts team capability, and holds full delivery accountability within the offshore context. Day in the life: Offshore Delivery Leadership Lead and coordinate the offshore ServiceNow development team across BAU support, project delivery, and platform maintenance workstreams. Manage daily stand-ups, sprint ceremonies, and team workflow, driving a high-performing delivery cadence with minimal onshore direction required. Act as the primary escalation point for the development team, resolving blockers and maintaining momentum through active, technically-grounded leadership. Allocate work across the development team based on capacity, skillset, and priority, optimising throughput without compromising quality. Foster a culture of ownership and continuous improvement within the team, setting clear expectations for delivery standards and individual accountability. Solution Design and Technical Authority Own end-to-end solution design for all BAU ITSM work and small projects, translating business requirements into well-defined technical specifications and acceptance criteria without requiring onshore input (except where a Technical Business Analyst is also assigned). Engage with internal business customers to understand requirements, conduct discovery, and propose fit-for-purpose ServiceNow solutions aligned to platform best practices and FCTG standards. For major or complex projects, receive design artefacts and functional specifications from design leads, interpret these accurately, and direct the team in executing against the agreed design. You'll be perfect for the role if you have: BAU Support Coordination Oversee the offshore team's response to BAU ServiceNow support tickets, ensuring SLA adherence and customer experience standards are maintained independently of onshore involvement. Triage incoming support requests, assign to appropriate developers, and track resolution to closure. Identify recurring issues or systemic defects and initiate remediation or platform improvement actions within the team's remit, escalating only where broader platform decisions are needed. Maintain awareness of platform incidents and manage support team contribution to resolution activities. Testing and Release Coordination Oversee the QA function and ensure test plans, test cases, and defect tracking align to agreed acceptance criteria and standards. Coordinate release packaging and submission through ETS change management processes, ensuring all governance requirements are met prior to deployment. Ensure all release artefacts, documentation, and post-release validation activities are completed to standard. Governance and Reporting Maintain accurate sprint and delivery reporting to support visibility of the team's productivity, quality, and capacity. Contribute to standards, documentation, and .