ServiceNow Service Delivery Manager

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.

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