Service Delivery Manager - ServiceNow

Job Summary

The Service Delivery Manager/IT Service Owner (ITSO) for the ServiceNow platform will be responsible for overseeing the implementation and management of projects related to various ServiceNow modules, including IT Service Management (ITSM), Project Portfolio Management (PPM), finance, and human resources (HR). This role is crucial in ensuring effective service delivery and project management, aligning with the organization’s broader goals.

Responsibilities

• Lead the implementation and management of ServiceNow modules including ITSM, PPM, finance, and HR.
• Collaborate with cross-functional teams to ensure successful global ITSM implementations.
• Manage integration processes and conduct thorough testing to assure quality and performance.
• Develop project plans, timelines, and resource allocation strategies.
• Ensure service delivery aligns with policy and organizational standards.
• Provide support and guidance to stakeholders and team members, facilitating smooth communication.

Qualifications

• 10-15 years of relevant experience in Service Delivery Management or IT Service Ownership.
• Extensive knowledge of ServiceNow platform ecosystem and features.
• Proven track record of managing global ITSM implementations.
• Strong project management skills, including planning, execution, and monitoring.
• Excellent interpersonal and communication skills for effective stakeholder management.
• Strong analytical skills and attention to detail.
• Educational qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field. Advanced degrees or certifications in project management and IT Service Management are a plus.

Preferred Skills

• Experience with additional ServiceNow modules and functionalities.
• ITIL v3 or v4 certification.
• Familiarity with Agile/Scrum methodologies.