Service Delivery Manager

Oversee the end-to-end delivery of ServiceNow solutions and services, ensuring they are delivered on time, within scope, and within budget. Manage and lead the ServiceNow delivery team, including developers, administrators, and business analysts. Serve as the primary point of contact for clients regarding ServiceNow services and support.

Key Responsibilities

• Ensure adherence to ITIL and other relevant best practices in service management.
• Build and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction with ServiceNow services.
• Lead and manage ServiceNow implementation projects, including planning, execution, monitoring, and closing phases.
• Implement and monitor quality assurance processes to ensure the delivery of high-quality ServiceNow solutions.
• Provide leadership, mentorship, and development opportunities to the ServiceNow delivery team.

Qualifications

• Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field. A Master’s degree is a plus.
• Minimum of 10 years of experience in IT service delivery or project management, with at least 7 years focused on ServiceNow.
• ITIL Foundation certification is required.

Skills

• Strong leadership and team management skills.
• Excellent client relationship management and communication skills.
• Proficiency in project management methodologies and tools.

Working Conditions
Flexibility to work outside normal business hours to meet project deadlines or address critical issues.