Kiewit Service Delivery Manager at Kiewit in Omaha, NE | Kablio

Role

Description

automation

servicenow

routing

knowledge base

kpi monitoring

team leadership

Enable Automation & Self-Service: Champion automation opportunities and knowledge management improvements that allow customers to resolve issues independently through the KSD ServiceNow portal.
Perform work safely and effectively. Understand and follow oral and written instructions, including warning signs, equipment use, and other policies.
Cross-Functional Collaboration: Partner with IT, HR, Benefits, and Business stakeholders to align service models and communication standards that drive efficiency and satisfaction across the enterprise.
Cost and Efficiency Management: Continuously evaluate service delivery costs and drive processes down to the most effective tier through clear documentation, training, and process automation.
Optimize Routing & Smart Triage: Design and oversee intelligent routing processes that ensure requests reach the right resolver group quickly and accurately, minimizing handoffs.
Knowledge & Training Ownership: Maintain and evolve documentation and self-service content in ServiceNow to reduce ticket volume and improve one-touch resolution rates.
Drive Continuous Improvement: Identify recurring issues, bottlenecks, and inefficiencies across services. Partner with process owners to implement lasting solutions and optimize workflows.
Deliver High-Performance Support: Ensure consistent achievement of KPIs such as first-contact resolution, SLA compliance, cost per transaction, and customer satisfaction.
Enhance the Customer Experience: Leverage data and feedback to refine support processes, reduce friction, and ensure every interaction adds value.
Operational Leadership: Oversee daily operations, including intake management, queue monitoring, escalations, and service performance reporting.
Lead and Develop the KSD Team: Build and mentor a multi-disciplinary service delivery team supporting IT, HR, Benefits, and Business Operations. Create a culture of accountability, empathy, and excellence in customer experience.
Work during normal operating hours to organize and complete work within given deadlines. Work overtime and weekends as required.

Requirements

servicenow

itil foundation

automation

itsm

leadership

bachelor's

3+ years of experience in service delivery or help desk leadership (cross-functional experience strongly preferred)
Regular, reliable attendance
ITIL Foundation or equivalent ITSM certification
Excellent communication, leadership, and stakeholder management skills
Proven record of leading teams focused on customer experience, process efficiency, and continuous improvement
Communicate and interact effectively and professionally with supervisors, employees, and others individually or in a team environment.
Familiarity with automation technologies and self-service enablement strategies (i.e. AI chatbots, RPA, or workflow automation)
Work productively and meet deadlines timely
4 year degree
Demonstrated success managing through platforms like ServiceNow or equivalent enterprise service management tools
Strong understanding of ITSM principles, metrics, and workflows

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded in 1884

Year Established

The company began operations in 1884.

1920s and ’30s

Growth Period

The company expanded during this time, building landmark structures.

$17B in 2023

Revenue

The company's revenue in 2023 topped $17 billion.

It evolved into a massive employee‑owned network operating across North America, delivering projects valued in the billions.
Today it specializes in transportation, water/wastewater, power, oil, gas & chemicals, building, industrial, marine and mining sectors.
Signature projects include New York’s 63rd Street Tunnel, Baltimore’s Fort McHenry Tunnel, T‑Mobile Park in Seattle, and major renewable energy sites.
Its marine division undertakes dredging, coastal resiliency and naval base work, while energy teams deliver gas, power delivery and renewables.
With deep roots in engineering‑led construction, it is known for tackling the kind of ‘impossible’ projects that reshape cities and industries.

Culture + Values

Safety First – We care for the safety and well-being of our employees and those around us.
Integrity – We are honest, ethical, and transparent in all that we do.
Excellence – We deliver exceptional results by striving for continuous improvement and exceeding expectations.
Customer Focus – We develop strong relationships with our customers and work together to achieve success.
Accountability – We take responsibility for our actions and outcomes.
Collaboration – We work together to leverage the strengths of our diverse teams and achieve shared goals.

Environment + Sustainability

2050 Target

Carbon Neutrality Goal

Aiming to achieve net-zero greenhouse gas emissions by 2050, aligning with global climate efforts.

100% Renewables

Clean Energy Transition

Committed to integrating renewable energy solutions into projects to support a low-carbon future.

Investing in sustainable infrastructure to support the transition to a low-carbon economy.
Tracking and reducing our carbon footprint across operations and construction sites.
Incorporating sustainable practices into the design, construction, and operation of projects to minimize environmental impact.

Inclusion & Diversity

15%

Women in Workforce

Approximately 15% of the workforce are women, reflecting current representation in the organization.

Aim to build a diverse workforce, with a focus on gender, race, and other underrepresented groups.
Set clear goals for increasing the percentage of women in leadership and technical roles.
Track progress on diversity metrics across all levels of the organization.

Articles

Careers

Projects

Markets

Role

Description

automation

servicenow

routing

knowledge base

kpi monitoring

team leadership

Enable Automation & Self-Service: Champion automation opportunities and knowledge management improvements that allow customers to resolve issues independently through the KSD ServiceNow portal.
Perform work safely and effectively. Understand and follow oral and written instructions, including warning signs, equipment use, and other policies.
Cross-Functional Collaboration: Partner with IT, HR, Benefits, and Business stakeholders to align service models and communication standards that drive efficiency and satisfaction across the enterprise.
Cost and Efficiency Management: Continuously evaluate service delivery costs and drive processes down to the most effective tier through clear documentation, training, and process automation.
Optimize Routing & Smart Triage: Design and oversee intelligent routing processes that ensure requests reach the right resolver group quickly and accurately, minimizing handoffs.
Knowledge & Training Ownership: Maintain and evolve documentation and self-service content in ServiceNow to reduce ticket volume and improve one-touch resolution rates.
Drive Continuous Improvement: Identify recurring issues, bottlenecks, and inefficiencies across services. Partner with process owners to implement lasting solutions and optimize workflows.
Deliver High-Performance Support: Ensure consistent achievement of KPIs such as first-contact resolution, SLA compliance, cost per transaction, and customer satisfaction.
Enhance the Customer Experience: Leverage data and feedback to refine support processes, reduce friction, and ensure every interaction adds value.
Operational Leadership: Oversee daily operations, including intake management, queue monitoring, escalations, and service performance reporting.
Lead and Develop the KSD Team: Build and mentor a multi-disciplinary service delivery team supporting IT, HR, Benefits, and Business Operations. Create a culture of accountability, empathy, and excellence in customer experience.
Work during normal operating hours to organize and complete work within given deadlines. Work overtime and weekends as required.

Requirements

servicenow

itil foundation

automation

itsm

leadership

bachelor's

3+ years of experience in service delivery or help desk leadership (cross-functional experience strongly preferred)
Regular, reliable attendance
ITIL Foundation or equivalent ITSM certification
Excellent communication, leadership, and stakeholder management skills
Proven record of leading teams focused on customer experience, process efficiency, and continuous improvement
Communicate and interact effectively and professionally with supervisors, employees, and others individually or in a team environment.
Familiarity with automation technologies and self-service enablement strategies (i.e. AI chatbots, RPA, or workflow automation)
Work productively and meet deadlines timely
4 year degree
Demonstrated success managing through platforms like ServiceNow or equivalent enterprise service management tools
Strong understanding of ITSM principles, metrics, and workflows

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded in 1884

Year Established

The company began operations in 1884.

1920s and ’30s

Growth Period

The company expanded during this time, building landmark structures.

$17B in 2023

Revenue

The company's revenue in 2023 topped $17 billion.

It evolved into a massive employee‑owned network operating across North America, delivering projects valued in the billions.
Today it specializes in transportation, water/wastewater, power, oil, gas & chemicals, building, industrial, marine and mining sectors.
Signature projects include New York’s 63rd Street Tunnel, Baltimore’s Fort McHenry Tunnel, T‑Mobile Park in Seattle, and major renewable energy sites.
Its marine division undertakes dredging, coastal resiliency and naval base work, while energy teams deliver gas, power delivery and renewables.
With deep roots in engineering‑led construction, it is known for tackling the kind of ‘impossible’ projects that reshape cities and industries.

Culture + Values

Safety First – We care for the safety and well-being of our employees and those around us.
Integrity – We are honest, ethical, and transparent in all that we do.
Excellence – We deliver exceptional results by striving for continuous improvement and exceeding expectations.
Customer Focus – We develop strong relationships with our customers and work together to achieve success.
Accountability – We take responsibility for our actions and outcomes.
Collaboration – We work together to leverage the strengths of our diverse teams and achieve shared goals.

Environment + Sustainability

2050 Target

Carbon Neutrality Goal

Aiming to achieve net-zero greenhouse gas emissions by 2050, aligning with global climate efforts.

100% Renewables

Clean Energy Transition

Committed to integrating renewable energy solutions into projects to support a low-carbon future.

Investing in sustainable infrastructure to support the transition to a low-carbon economy.
Tracking and reducing our carbon footprint across operations and construction sites.
Incorporating sustainable practices into the design, construction, and operation of projects to minimize environmental impact.

Inclusion & Diversity

15%

Women in Workforce

Approximately 15% of the workforce are women, reflecting current representation in the organization.

Aim to build a diverse workforce, with a focus on gender, race, and other underrepresented groups.
Set clear goals for increasing the percentage of women in leadership and technical roles.
Track progress on diversity metrics across all levels of the organization.

Articles

Careers

Projects

Markets