ServiceNow Delivery Manager

About the Role
In this role, you will lead the implementation and optimization of the ServiceNow platform for Enterprise Service Management (ESM). You will be responsible for defining the scope, driving solutions, and ensuring scalable implementations that align with business needs. Your goal is to enhance service delivery and operational efficiency by leveraging the full potential of ServiceNow to support a wide range of enterprise services, including IT, HR, Facilities, and Customer Service Management.

Key Accountability Areas
ESM Strategy & Implementation:

• Lead the development and execution of Enterprise Service Management (ESM) strategies that align with overall organizational goals, ensuring service management processes are effective and scalable.
• Conduct workshops with business stakeholders to gather and document detailed business requirements for ESM initiatives, ensuring alignment with ServiceNow capabilities.
• Map current business processes, identify gaps, and recommend improvements that can be achieved using ServiceNow’s capabilities to enhance operational workflows and service delivery.
• Collaborate with both business and IT teams to translate business needs into actionable technical solutions that optimize service management outcomes across multiple functions (IT, HR, Customer Service, etc.).

ServiceNow Configuration & Support:

• Oversee the configuration and customization of ServiceNow modules (ITSM, ITOM, ITBM, CMDB) to meet specific business requirements, ensuring alignment with best practices and enterprise needs.
• Lead the design of workflows, automations, and integrations that improve operational efficiency and enhance the end-user experience.
• Supervise the development of scripts, APIs, and custom configurations required to implement tailored solutions within the ServiceNow platform.
• Provide ongoing support and management of the ServiceNow platform, ensuring continuous improvement and system uptime.

CMDB Management & Troubleshooting:

• Lead efforts to optimize the Configuration Management Database (CMDB), ensuring accurate and up-to-date asset and service dependency mappings across the organization.
• Manage data integrity within the CMDB, addressing discrepancies and ensuring that all critical assets and services are properly tracked. Troubleshoot platform issues to ensure consistent performance and system availability.

Collaboration & Support:

• Act as the key liaison between IT, business units, and vendors, ensuring clear communication and alignment on project goals, requirements, and timelines.
• Work closely with various functional teams to define requirements, deliver solutions, and address any challenges in the service management process.

Testing & Continuous Improvement:

• Oversee the development and execution of test plans for new workflows, automations, and features, ensuring they meet business needs and quality standards.
• Manage UAT processes, addressing feedback from business stakeholders and refining solutions to ensure optimal functionality and user satisfaction.
• Continuously analyze system performance, identify areas for improvement, and implement changes to optimize platform performance and efficiency.

Reports & Analytics:

• Oversee the creation and maintenance of reports and dashboards that track key performance indicators (KPIs) and measure the success of ESM implementations.
• Provide recommendations for enhancements and upgrades to the ServiceNow platform based on evolving business needs, technological advancements, and emerging best practices in service management.

Role Accountability
HR Proficiency:

• Ability to recruit, recognize, and cultivate high performers, creating a robust second line of management.
• Ability to recognize low performers and guide them to improve or release them.
• Ensure availability of delegation of authority matrix to have sufficient delegations as per company policy.

Responsibility:

• Take full responsibility for operations per the job description and required deliverables, considering general company guidelines.
• Anticipate problems and make necessary proactive steps to prevent them.
• Make timely and proper decisions.

Delivery:

• Deliver required results in a timely manner with the required quality and cost.
• Make a tangible difference to the area of operation and exceed business expectations.

Business Planning and Performance:

• Transform corporate goals into business plans.
• Plan, follow-up, and execute those plans, whether annual or development plans.
• Monitor plan performance and initiate action to strengthen results and take corrective action accordingly.
• Provide periodic work progress reports.
• Monitor and control budgets and expenses to achieve optimum cost efficiency.

Organizational Development:

• Develop the organizational structure according to current requirements while considering future development plans.
• Ensure availability of job descriptions for all job roles and deployment.

Business Process Improvements:

• Develop and coordinate well-defined written systems, policies, procedures, and seek automation opportunities as much as possible.
• Promote automated systems and encourage their full utilization.

Quality:

• Quality is considered a prime competitive advantage; managers are expected to act accordingly.

Adaptation:

• Adapt to new and alternative techniques, technologies, management structures, and business models.

Health, Safety and Environment:

• Ensure a safe, secure, and legal work environment as per standard regulations.

Academic Qualification

• Bachelor's Degree in Computer Science or any relevant field.

Work Experience

• 6 to 10 years.

Technical / Functional Competencies

• Applications Development Standards and Procedures
• Applications Knowledge
• Applications System Analysis
• Applications System Design
• Applications Systems Architecture
• Desktop Applications Knowledge
• Desktop Distributed Applications Development
• Help Desk Applications Support
• Joint Applications Development