ServiceNow Service Delivery Manager
DXC Technology
Employer Active
Posted 8 hrs ago
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Experience
5 - 10 Years
Job Location
Education
Bachelor of Science(Computers)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Key Responsibilities:
- 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.
Desired Candidate Profile
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.
Company Industry
Department / Functional Area
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DXC Technology
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.