ServiceNow Delivery Manager

Overview

Lead ServiceNow delivery team, overseeing agile ITIL operations, stakeholder management and platform improvements.

Key Responsibilities

• servicenow
• itil management
• agile delivery
• team leadership
• sprint prioritization
• governance metrics

Tasks

-Maintain relationships with Service Now Customer Success Teams and Professional Services -Apply ITIL best practices to manage incidents, service requests, changes, and problems. -Ensure ITIL and Agile principles are embedded within the team’s delivery and operational approach and operates within a governance framework -Provide Leadership, support and guidance to team members, enabling them to achieve goals and delivery quality work -Build and lead a high-performing Service Delivery Team, consisting of scrum masters, developers, admins and Business Analysts -Collaborate with cross-functional teams including developers, Business Analysts, testers, and Product Owners -Conduct Sprint Prioritization Meetings with Stakeholders and Functional Leads -Participate in governance forums, produce operational metrics, and maintain compliance -Ensure Agile process ceremonies are performed and provide regular progress updates, risk logs to the Platform Manager -Drive proactive continual improvement of the SN Platform, agile process and operational activities through metrics and feedback -Oversee ticket queues and ensure appropriate ticket prioritisation based on SLAs and capacity. -Act as the primary point of contact for Stakeholders, Functional Leads and escalations

Requirements

• servicenow
• itil
• itsm
• cmdb
• 10+ years
• bachelor's

What You Bring

-10+ years in leading Delivery Teams or similar Agile/Operations Teams -Experience integrating a wide range of platforms and business applications -5+ years in ServiceNow, strong ITSM, ITOM, CMDB, Integrations background -Bachelor's degree in Computer Science, Information Systems or demonstrated experience to meet the key skills and competencies -Experience in AI implementations a bonus -Excellent Stakeholder Management and Prioritization -Experience in developing and implementing systems, processes and procedures to meet business requirements end-to-end -Relevant Industry certifications such as ITIL, ServiceNow CSA, ServiceNow CIS, etc.

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About Ghd

-With a focus on innovation, it integrates expertise across various sectors to deliver world-class solutions. -The organization is known for tackling large and complex projects, such as designing bridges and tunnels and constructing energy-efficient buildings. -Notable projects include infrastructure development for major cities and energy-efficient solutions for industrial facilities. -The organization continues to expand its digital and technological capabilities to ensure solutions are cutting-edge and sustainable.

Sector Specialisms