ServiceNow Service Delivery Manager
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Job Summary
Job Description:
Key Responsibilities:
Service Delivery Management:
- 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.
- Ensure adherence to ITIL and other relevant best practices in service management.
Client Relationship Management:
- Serve as the primary point of contact for clients regarding ServiceNow services and support.
- Build and maintain strong relationships with clients understanding their needs and ensuring their satisfaction with ServiceNow services.
- Conduct regular service review meetings with clients to discuss performance improvements and future needs.
Project Management:
- Lead and manage ServiceNow implementation projects including planning execution monitoring and closing phases.
- Develop and maintain project plans schedules and budgets.
- Ensure effective communication and coordination among project stakeholders.
Quality Assurance and Improvement:
- Implement and monitor quality assurance processes to ensure the delivery of high-quality ServiceNow solutions.
- Identify opportunities for service improvements and implement changes to enhance service delivery.
- Conduct post-implementation reviews and lessons learned sessions to continuously improve service delivery processes.
Team Leadership and Development:
- Provide leadership mentorship and development opportunities to the ServiceNow delivery team.
- Conduct regular performance reviews and provide constructive feedback.
- Foster a collaborative and high-performing team culture.
Service Monitoring and Reporting:
- Monitor service performance metrics and ensure adherence to Service Level Agreements (SLAs).
- Prepare and present regular service performance reports to clients and senior management.
- Proactively identify and resolve service issues to minimize disruptions and maintain service quality.
Qualifications:
Education:
- Bachelors degree in Computer Science Information Technology Business Administration or a related field. A Masters degree is a plus.
Experience:
- Minimum of 5 years of experience in IT service delivery or project management with at least 3 years focused on ServiceNow.
- Proven experience in managing ServiceNow implementations and ongoing support.
Certifications:
- ITIL Foundation certification is required.
- ServiceNow Certified System Administrator (CSA) and other ServiceNow certifications (such as ITSM HR CSM) are highly desirable.
Skills:
- Strong leadership and team management skills.
- Excellent client relationship management and communication skills.
- Proficiency in project management methodologies and tools.
- In-depth knowledge of ServiceNow platform modules and capabilities.
- Strong problem-solving and analytical skills.
Competencies:
- Strategic thinking and planning.
- Strong organizational and multitasking abilities.
- Attention to detail and commitment to quality.
- Ability to work effectively under pressure and meet tight deadlines.
- Collaborative and team-oriented mindset.
Working Conditions:
Flexibility to work outside normal business hours to meet project deadlines or address critical issues.
At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services such as false websites or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process nor ask a job seeker to purchase IT or other equipment on our information on employment scams is availablehere.
Required Experience:
Manager
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
About Company
Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology boasts a long and proud history of innovation, service and value. In 1959, computer analysts Roy Nutt and Fletcher Jones pooled $100 to form CSC, providing computer manufac ... View more
