About the Job:
As a ServiceNow Service Delivery Manager, you will oversee the end-to-end delivery of ServiceNow solutions and services, ensuring timely, within-scope, and budget-compliant delivery. This role requires you to lead the ServiceNow delivery team, consisting of developers, administrators, and business analysts, while ensuring adherence to ITIL and other best practices in service management.
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Key Responsibilities:
- Service Delivery Management: Lead the delivery of ServiceNow solutions, ensuring compliance with timelines and budget.
- Client Relationship Management: Act as the primary contact for clients regarding ServiceNow services, fostering strong relationships and ensuring satisfaction.
- Project Management: Manage ServiceNow implementation projects by developing project plans, schedules, and budgets, and ensuring effective stakeholder communication.
- Quality Assurance and Improvement: Implement quality assurance processes, identify service improvement opportunities, and conduct post-implementation reviews to enhance service delivery.
- Team Leadership and Development: Provide mentorship to the delivery team, conduct performance reviews, and promote a high-performing culture.
- Service Monitoring and Reporting: Monitor service performance against SLAs and present service performance reports to clients and senior management.
Qualifications:
- Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field; a Master’s degree is a plus.
- Experience: Minimum of 5 years in IT service delivery or project management with at least 3 years specialized in ServiceNow. Proven track record in managing ServiceNow implementations and support.
- Certifications: ITIL Foundation certification is required; ServiceNow Certified System Administrator (CSA) and additional ServiceNow certifications (ITSM, HR, CSM) are highly desirable.
Skills:
- Strong leadership and team management.
- Excellent client relationship management and communication.
- Proficient in project management methodologies and tools.
- In-depth knowledge of the ServiceNow platform.
- Strong problem-solving and analytical abilities.
Competencies:
- Strategic thinking and planning.
- Strong organizational and multitasking abilities.
- Attention to detail and a commitment to quality.
- Ability to work effectively under pressure and meet deadlines.
- Collaborative and team-oriented mindset.
Working Conditions:
Flexibility to work outside normal business hours to meet project deadlines or address critical issues. The company emphasizes in-person collaboration while supporting flexibility for well-being and productivity, committed to fostering an inclusive environment for everyone to thrive.
Language Requirements: Not specified.
