ServiceNow Delivery and Operations Lead

Company Overview

Daimler Truck is a leading organization in the automotive industry, committed to delivering cutting-edge technology and innovative solutions. The company values effective communication, collaboration, and teamwork to ensure operational excellence within its ecosystem.

Job Summary

As the ServiceNow Delivery and Operations Lead, you will be responsible for the end-to-end operations, strategic direction, governance, and optimization of the ServiceNow platform across Daimler Truck. You will serve as a critical bridge between business needs and the technical implementation of ServiceNow, ensuring that the platform effectively supports the organization’s operational goals.

Responsibilities

• Platform Management: Ensure efficient and reliable end-to-end platform management that meets the organization’s business needs.
• IT Service Management: Leverage your 5+ years of ITSM knowledge to oversee incident, change, and problem management processes.
• Implementation Oversight: Oversee implementation design, solution architecture, and development standards.
• Thought Leadership: Provide technical guidance and act as an escalation point for delivery.
• Documentation Compliance: Ensure solutions are properly documented according to established guidelines and standards.
• Audit Participation: Engage in audits and compliance requirements, preparing the platform to meet necessary standards.
• Stakeholder Engagement: Build strong relationships with business stakeholders within Daimler Truck to enhance service delivery.
• Service Improvement Initiatives: Lead initiatives focused on delivering value and improving service performance.
• Metrics Management: Manage metrics, quality, cost, and delivery of owned products.
• Change Management: Drive platform adoption and implement effective change management procedures.
• Team Development: Foster a high-performance team culture and encourage a product mindset among team members.
• Innovation Culture: Promote a culture of innovation and facilitate the adoption of new technologies.
• Market Analysis: Conduct market analysis for respective products and propose cost-effective, scalable solutions.
• Global Engagement: Establish and maintain strong networks with global stakeholders and partners for platform management.

Qualifications

• Education: Bachelor of Engineering (B.E) or equivalent degree.
• Experience: 15+ years in core ServiceNow platform delivery and operations with a strong understanding of ITIL/ITSM practices.
• People Management: 7+ years of relevant experience in managing teams and vendor relationships.
• Certifications: Mandatory certifications include:
  • Certified System Administrator (CSA)
  • Certified Implementation Specialist

Preferred Skills

• Strong analytical and problem-solving skills.
• Excellent communication skills for translating technical concepts to non-technical stakeholders.
• Ability to inspire and motivate teams towards achieving organizational goals.

Experience

• A minimum of 15+ years of experience in ServiceNow delivery and operations, with a robust background in ITIL/ITSM practices and vendor management.

Environment

This role typically operates in a collaborative team environment within the Daimler Truck organization. The specific work setting, including remote or onsite options, has not been specified.

Salary

Salary details are not provided.

Growth Opportunities

Potential career advancement opportunities within Daimler Truck may include leadership roles in project management and expansion into broader IT service management functions.

Benefits

Details regarding specific benefits offered are not provided.