ServiceNow Service Delivery Manager

Key Responsibilities:

• 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.