Service Delivery Manager - ServiceNow
Overview:
I am on the lookout for an ambitious ServiceNow Service Delivery Manager, who has an enthusiasm for the ServiceNow platform and delivering service quality.
This role will be situated in the Managed Services Department. The SDM is an impactful management position, creating positive improvements and driving customer successes within the team.
Responsibilities include developing and facilitating effective relationships with customer base; the SDM will work to monitor and measure my client's services, highlighting any opportunities to continuously improve the delivery through operational reviews, effective communication and excellent leadership.
The successful candidate will have worked with all levels of customers and service offerings generating measurable success. Alongside this, having managed escalations end-to-end for best possible resolution and with review to ensure any future escalations are minimised.
Qualities, Attitude, and Skills:
* Strong desire to provide exception, best-in-class customer service and create positive partnerships with customers.
* Coachable and growth mindset oriented.
* Solution-oriented problem-solving approach with ability to foresee problems and resolve them proactively.
* Meticulous attention to detail.
* People-first mentality
* Extreme Ownership – no blame culture, only facts and data and steps to move forward.
* Exceptional relationship and Third-Party management skills.
* Highly independent and autonomous.
* Calm and respectful under pressure.
* Service Delivery Management experience, working with enterprise level customers ideally within a managed service function.
* Knowledge of, and reasonable exposure to, ServiceNow module(s).
* A strong working knowledge of ITIL and demonstrable experience across key processes such as Incident, Request, Problem, Event, Change Management and Release Management.
* Proven communication and presentation skills, written and verbal, across all levels of customer and own organisation.
* Work in a challenging environment, manage the resolution of obstacles, and work on multiple engagements.
Job Responsibilities:
* Lead multiple Managed Service engagements with a varied range of size, complexity, and services.
* Build strong client relationships that foster a partnering approach to Service Delivery.
* Ensure client reported issues are logged and maintained in the service management toolset, but also resolved in line with Service Level Agreements.
* Imparting the Knowledge and understanding of all relevant industry standards.
* Lead the creation of ITIL aligned processes and procedures and transition of these into Live Operation.
* Continually assess the suitability of processes and procedures and recommend/implement change as appropriate, to ensure efficiency and appropriateness.
* Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
Hybrid work - Occasional Travel to Client Site.
Salary - £60,000 - £65,000.
Start Date - ASAP