Purpose of the position: 

Overall, the purpose of a ServiceNow Service Delivery Manager is to ensure that IT services are delivered in a way that meets or exceeds business expectations, while continuously improving service processes and maintaining strong cross-function relationships.

The naming of the job title follows the ITIL roles and responsibilities.

This position is a Global position and individual contributor.

The objectives of Service Delivery Manager are:

• Ensure that the tool supports the processes as efficiently as possible.
• Ensure that the tool creates the greatest possible benefit for the employees.
• Ensure that the tool runs stably and safely in operation.
• Ensure that improvement activities are coordinated across the processes.
• Ensure that changes to the tool are carried out efficiently and within the framework of IT security.
• Ensure that the system basis for KPI and reporting is present.
• Ensure that user access, rights and licenses are maintained.

Areas of
responsibility             :          

• Ongoing dialogue with the Process Owner and Process Managers regarding the functionality of the tool
• Prioritize change proposals in collaboration with Process Owners and Process Managers
• Initiate changes to the tool
• Set up and follow up on requirements for tool vendor.
• Inform employees about operational disruptions, planned downtime and changes to the tool
• Collect and follow-up of errors in the tool.
• License overview and follow up.
• Reject changes if they conflict with IT security rules or lack cross-functional coordination, etc.

General Capabilities:

• Strong oral and written communication skills in English.
• Planning / Co-coordinating abilities
• ITIL process understanding at least at Foundation level and preferably at Intermediate level.
• Proactive and problem-solving mind-set.
• Understand the need to work cross-functionally.
• Strong collaboration skills
• Business oriented. Experience and understanding of business requirements and the process of translating them into well-engineered and integrated technical solutions
• Structured
• Experience in IT Service management (ITSM), process improvement and reporting.
• Experience in Roadmaps
• Cross-culture communication: Collaboration with colleagues from diverse culture backgrounds, ensuring effective communication and understanding

Qualification and Requirements

• Minimum Bachelor's Degree in Computer Science, information systems, engineering, software engineering or a related field & discipline.
• Minimum 5 to 7 years of experience in service delivery, with a focus on ServiceNow solutions.
• Extensive experience in ServiceNow platform configuration, customization, and administration.
• Solid understanding of ServiceNow architecture.
• Strong knowledge of ITIL (Information Technology Infrastructure Library) best practices and IT service management processes with ITIL certification with a focus on IT Service Operations is strongly preferred.
• Proven ability to manage client relationships and expectations effectively.
• Experience in proposal development and project estimation is a plus.