Senior Service Delivery Manager

ServiceNow Senior Delivery Manager
Role Overview :
As a Service Delivery Manager specializing in ServiceNow, you will play a pivotal role in ensuring that our ServiceNow platform delivers exceptional value to our organization. You will be responsible for managing the delivery of high-quality IT services, leading a team of professionals, and ensuring that ServiceNow solutions meet business requirements. You will act as a bridge between technical teams and stakeholders, ensuring alignment and driving continuous improvement.
Key Responsibilities :
Lead the end-to-end delivery of ServiceNow solutions, ensuring on-time and on-budget delivery.
Oversee the performance of ServiceNow platforms, ensuring SLAs are met and client satisfaction is achieved.
Collaborate with stakeholders to define requirements, manage expectations, and ensure alignment with business goals.
Manage and mentor a team of ServiceNow developers, administrators, and analysts.
Ensure compliance with ITIL best practices and continuous improvement of service delivery processes.
Act as the point of escalation for ServiceNow-related issues, providing resolution guidance and ensuring minimal business impact.
Lead the change management process for ServiceNow, ensuring changes are communicated and implemented smoothly.
Develop and manage relationships with third-party vendors and partners.
Stay updated on ServiceNow advancements and ensure the team is trained on new features and functionalities.
Skills & Experience :
Proven experience as a Service Delivery Manager, with a strong focus on ServiceNow implementations.
In-depth knowledge of the ServiceNow platform, including modules like ITSM, ITOM, HRSD, and CMDB.
Strong understanding of ITIL processes and best practices, with ITIL certification preferred.
Experience in managing and mentoring teams, with a track record of delivering high-quality services.
Excellent communication and stakeholder management skills, with the ability to translate technical concepts into business value.
Strong problem-solving skills and the ability to manage complex projects.
Experience working with vendors and managing third-party relationships.
ServiceNow certifications (e.g., Certified System Administrator, Implementation Specialist) are highly desirable.
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