ServiceNow Service Delivery - 6 Month Contract - £600 per day
I'm currently working with a partner who are seeking a ServiceNow Service Delivery Manager to join their UK team. This multifaceted role involves managing various service aspects including Managed Services, Build Services, and Development Backlog. We are looking for an individual who can foster enduring client partnerships and ensure the seamless delivery of services.
The ServiceNow Service Delivery Manager will play a pivotal role in the day-to-day proactive management of their client account. Building robust relationships across both client and Partner teams, they will serve as the primary point of contact for all operational matters.
Key responsibilities include:
* Proactively managing day-to-day service operations, overseeing all services and personnel.
* Working with other team members to ensure client-centric delivery, optimising workload and utilisation.
* Assuming overall accountability for crew management, including timesheet management and expense approvals.
* Facilitating the transition to ServiceNow through assessment and requirements gathering with key stakeholders.
* Overseeing agile delivery of services within ServiceNow, including managing application enhancements and defects.
* Planning and executing platform upgrades.
* Generating weekly and monthly service review reports to highlight progress and mitigate risks.
* Conducting regular governance sessions to ensure stakeholder alignment, with occasional travel required.
* Collaborating with the management team to track and escalate issues as necessary.
* Monitoring and driving issue resolution, escalating deviations from expected outcomes.
* Identifying opportunities for additional services to enhance client satisfaction.
What You Bring:
* 3+ years' experience in service management and Agile methodologies, preferably in a leadership role.
* Proficiency in ServiceNow with a strong understanding of its capabilities and design principles for enterprise-scale solutions.
* Experience in either HRSD, Sec Ops, IRM
* Demonstrated experience in independently managing core ServiceNow module delivery services.
* Working knowledge of consulting services, including collaboration with offshore development teams.
* Familiarity with IT Service Management industry standards, with a minimum of ITIL Foundation certification.
* Proficient in stakeholder engagement, negotiation, and mediation.
* A customer-focused mindset with a dedication to service excellence.
* Strong leadership skills with the ability to motivate and inspire others.
* Excellent organisational and communication skills (English), both written and verbal.
* Empathetic approach to understanding customer and internal perspectives.
* Ability to remain composed and proactive in dynamic environments, adapting quickly to changing requirements.