Overall, the purpose of a ServiceNow Service Delivery Manager is to ensure that IT services are delivered in a way that meets or exceeds business expectations, while continuously improving service processes and maintaining strong cross-function relationships.
This position is a Global position and individual contributor.
The objectives of Service Delivery Manager are:
- Ensure that the tool supports the processes as efficiently as possible.
- Ensure that the tool creates the greatest possible benefit for the employees.
- Ensure that the tool runs stably and safely in operation.
- Ensure that improvement activities are coordinated across the processes.
- Ensure that changes to the tool are carried out efficiently and within the framework of IT security.
- Ensure that the system basis for KPI and reporting is present.
- Ensure that user access, rights and licenses are maintained.
Areas of responsibility:
- Ongoing dialogue with the Process Owner and Process Managers regarding the functionality of the tool.
- Prioritize change proposals in collaboration with Process Owners and Process Managers.
- Initiate changes to the tool.
- Set up and follow up on requirements for tool vendor.
- Inform employees about operational disruptions, planned downtime and changes to the tool.
- Collect and follow-up of errors in the tool.
- License overview and follow up.
- Reject changes if they conflict with IT security rules or lack cross-functional coordination, etc.
General Capabilities:
- Strong oral and written communication skills in English.
- Planning / Co-coordinating abilities.
- ITIL process understanding at least at Foundation level and preferably at Intermediate level.
- Proactive and problem-solving mind-set.
- Understand the need to work cross-functionally.
- Strong collaboration skills.
- Business oriented. Experience and understanding of business requirements and the process of translating them into well-engineered and integrated technical solutions.
- Experience in IT Service management (ITSM), process improvement and reporting.
- Experience in Roadmaps.
- Cross-culture communication: Collaboration with colleagues from diverse culture backgrounds, ensuring effective communication and understanding.
Qualification and Requirements:
- Minimum Bachelor's Degree in Computer Science, information systems, engineering, software engineering or a related field & discipline.
- Minimum 5 to 7 years of experience in service delivery, with a focus on ServiceNow solutions.
- Extensive experience in ServiceNow platform configuration, customization, and administration.
- Solid understanding of ServiceNow architecture.
- Strong knowledge of ITIL (Information Technology Infrastructure Library) best practices and IT service management processes with ITIL certification with a focus on IT Service Operations is strongly preferred.
- Proven ability to manage client relationships and expectations effectively.
- Experience in proposal development and project estimation is a plus.
