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.

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. We’re committed to fostering an inclusive environment where everyone can thrive.

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