ServiceNow Service Delivery Manager

Overview

Servicenow Service Delivery Manager

Key Responsibilities

• Take full responsibility for the overall delivery of the ServiceNow platform services, encompassing:
• Continuous operations and support, ensuring the platform is always available, reliable, and performing optimally to meet organizational needs
• Enhancements driven by the backlog, prioritizing and implementing improvements and new features that align with business objectives and user feedback
• Coordination of releases and deployments, managing schedules, resources, and communication to guarantee smooth transitions and minimal disruption
• Serve as the main escalation point and decision-maker for delivery-related issues, ensuring that:
• Problems are resolved quickly through effective troubleshooting, root cause analysis, and engagement with relevant teams
• Risks are effectively controlled by proactively identifying potential issues and implementing mitigation strategies
• Delivery obligations are fulfilled in accordance with agreed timelines, quality standards, and contract requirements
• Collaborate closely with stakeholders to:
• Comprehend and prioritize demands, balancing competing needs to deliver maximum value to the organization
• Question and verify requirements when necessary, ensuring clarity, feasibility, and alignment with strategic goals
• Guarantee alignment between business objectives and platform capabilities, facilitating seamless integration and optimal use of ServiceNow features
• Provide strong leadership to the delivery teams, which include:
• Technical consultants and developers, guiding them to apply best practices, innovate, and maintain high code quality
• Business analysts, supporting requirement gathering, documentation, and communication between business and technical teams
• QA and support personnel, ensuring thorough testing, issue identification, and responsive support services
• Lead delivery governance and uphold standards, ensuring:
• Consistent development practices that adhere to organizational policies and industry standards
• Controlled release processes that minimize risk, ensure quality, and provide clear documentation
• Alignment to platform design and reuse principles, promoting efficient, maintainable, and scalable solutions
• Ensure quality and accountability across delivery, including:
• Reviewing progress against commitments, conducting regular status meetings and reporting to stakeholders
• Monitoring delivery KPIs and SLAs, analyzing performance data to identify trends and areas for improvement
• Supporting issue resolution and performance improvement initiatives to enhance service quality and customer satisfaction
• Act as a trusted point of contact for stakeholders, capable of:
• Representing technical and functional decisions clearly and effectively, bridging communication between business and IT teams
• Managing expectations and resolving conflicts diplomatically to maintain positive relationships and project momentum
• Standing behind delivery teams with confidence, advocating for resources, and providing guidance to overcome challenges
• Support continuous improvement of service delivery, including:
• Identifying inefficiencies and bottlenecks through regular process reviews and feedback collection
• Driving optimisation of processes and workflows to increase efficiency, reduce costs, and improve user experience
• Promoting effective use of ServiceNow capabilities by encouraging adoption of new features, best practices, and ongoing training

Requirements

• 7 to 10+ years of experience in Service Delivery, with extensive knowledge of ServiceNow
• platforms, including:
• In-depth understanding of various ServiceNow modules and features such as:
• + ITSM

+ ITOM And CMDB

• + HRSD / enterprise services
• + CSM
• Capable of:
• Confidently engaging with both technical teams and business stakeholders
• Critically evaluating requirements and assumptions when necessary
• Converting high-level requirements into actionable delivery strategies
• Demonstrated experience in managing:
• Multiple ServiceNow delivery streams, including operations and enhancements
• Backlog-driven development prioritization
• Cross-functional teams
• Strong knowledge of:
• Service delivery models and governance frameworks
• Management of SLAs and KPIs
• Release and change management procedures
• Ability to:
• Assertively participate in stakeholder discussions and justify delivery decisions
• Effectively support and represent delivery teams
• Maintain control in complex or high-pressure situations

Preferred Qualifications

• ITIL Foundation or higher certification
• ServiceNow Certified System Administrator or other relevant certifications
• Experience working with Agile methodologies and project management tools
• Familiarity with automation and workflow optimization within the ServiceNow platform

Benefits