ServiceNow Delivery and Operations Lead

Company Overview

Daimler Truck is a leading organization in the automotive industry, focusing on innovation and excellence in service delivery and platform management.

Job Summary

As the primary ServiceNow Delivery and Operations Lead, you will be responsible for overseeing the end-to-end operations, strategic direction, governance, and optimization of the ServiceNow platform within the Daimler Truck organization. Your role will bridge business needs with the technical implementation of ServiceNow, ensuring the platform effectively serves the organization's goals through its capabilities in Governance, Risk, and Compliance (GRC), IT Service Management (ITSM), project management, and Human Resource Service Delivery (HRSD).

Responsibilities

• Oversee comprehensive platform management to ensure efficient and reliable operations that align with the organization's business needs.
• Utilize 5+ years of ITSM knowledge to understand and implement IT Service Management processes, including incident, change, and problem management.
• Supervise implementation design, solution architecture, and adherence to development standards.
• Provide thought leadership and technical guidance while serving as an escalation point for service delivery issues.
• Ensure proper documentation of solutions in compliance with industry guidelines and standards.
• Participate in compliance and audit requirements to ensure platform readiness.
• Foster strong relationships with business stakeholders within Daimler Truck to enhance collaboration.
• Lead service improvement initiatives that deliver added value to the organization.
• Manage metrics, quality, cost, and deliveries related to owned products.
• Drive platform adoption and enforce change management procedures.
• Cultivate a high-performance team atmosphere that embraces a product mindset.
• Build a culture of innovation and encourage the team to explore and adopt emerging technologies.
• Conduct market analysis for respective products to propose cost-effective, scalable solutions.
• Establish effective networks with global stakeholders for platform management.

Qualifications

• Educational Qualification: Bachelor of Engineering (B.E.) or equivalent degree.
• Experience:
  • 15+ years of experience in core ServiceNow platform delivery and operations.
  • 7+ years of relevant experience in people and vendor management.
• Technical Skills:
  • Strong familiarity with ITIL/ITSM practices.
  • Mandatory ServiceNow Certifications, including Certified System Administrator (CSA) or Certified Implementation Specialist.
• Soft Skills:
  • Clear communication skills to effectively convey technical concepts to non-technical stakeholders.
  • Ability to inspire and motivate teams, resolve conflicts, and drive performance towards organizational goals.
  • Strong analytical skills to identify root causes and develop innovative solutions.
  • Flexibility to adapt to new technologies and methodologies.

Preferred Skills

• Experience with additional ServiceNow modules beyond the core platform.
• Strong network within the ServiceNow community and industry for sharing best practices.

Experience

• A minimum of 15 years of experience in core ServiceNow delivery and operations, with extensive exposure to ITIL/ITSM practices.

Environment

This position typically operates within an office environment at Daimler Truck locations, with potential flexibility for hybrid or remote work arrangements depending on organizational policies.

Salary

Salary details are not specified.

Growth Opportunities

Career advancement opportunities may include leadership roles in service delivery, platform strategy, and innovation within the automotive industry.

Benefits

• Detailed benefits information is not specified; however, typical corporate benefits may include health insurance, paid time off, and professional development opportunities.