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:

• 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 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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