ServiceNow ITSM Senior Delivery Manager

1 month ago

bangalore, India Orange Business Services Full time

about the role

mission / role purpose

Context

Orange Business manages and integrates the complexity of international communications, freeing customers to focus on the strategic initiatives that drive their business. Orange extensive experience and knowledge in global communication solutions, together with understanding of multinational business and local support in 166 countries and territories, ensure that customers receive a consistent, global solution wherever they do business.

Orange Business is driving a major IT & Business transformation program for its service management, called Unify Monitoring

The purpose of this program is to federate Orange Business “I need Help” customer journey with an end–to-end multi channel and digital experience within a common IT solution leveraging Service Now platform.

The scope is covering all Orange Business entities and support chains for standard customers including Data modelling, Service Management processes, digital channels & Integration with customer & internal ecosystems.

This ServiceNow solution based mainly on TSM and other key modules is answering Customer & Orange Business requirements:

Capture & process customer’s requests, incidents, technical changes & problems. Capitalize on knowledge Management. Native features around data discovery, Integration, AI, Automation, Virtual assistant, low code process configuration. This solution will be the basis for further innovation for Operations with RPA / AI / Gen AI features.

This new solution will be a focal service now instance where existing ITSM legacy solutions (homemade and snow instances) will be migrated and rationalized for all desk operations in several countries, France, India, Egypt, Brazil, Madagascar and Maurituis.

The IT program team is based in different locations (India, Egypt, France)

The business transformation level will be a key factor success as:

Gathering and gap analyzing existing processes vs Snow standards processes and workflows Processes revamping and harmonization Ensure adoption by operations and agents Get advanced snow features to leverage ops optimization and simplification

The program will be led under SAFe governance.

Role Purpose

We are looking for Senior Delivery Manager to lead overall IT & Business transformation program with Service Now.

The Senior delivery manager oversees the successful delivery of program He/She ensures that the delivery is completed on time, within budget, and to the required quality standards. He/She manages the delivery process from start to finish, including planning, scheduling, risk management, resource allocation, and communication with stakeholders. He/She is responsible for tracking progress and adjusting to keep the delivery on track.

In addition to managing the delivery process, He/She is ensuring that the technical aspects of the delivery are completed successfully.

He/She should have a strong understanding of technical concepts and systems and excellent project management skills.

You will act as a point of contact for the system integrator to Orange regarding budget, readiness, launch, quality, & training. This opportunity enables and promotes career growth as a recognized expert in service delivery operations

This role is flexible in that you can work up to 50% from home.

The main mission of the Senior Delivery Manager:

Building and committing the overall program roadmap Planning and scheduling the delivery process, project scope, milestones, and timelines. Drives the continuous improvement plan to support operational efficiency and improved customer experience. Managing the budget and resources of the delivery Identifying and managing risks to the delivery, including developing contingency plans to mitigate potential issues. Communicating with stakeholders, team members, clients, and other stakeholders, to ensure that everyone is informed about the progress of the delivery. Tracking progress and making adjustments as needed to keep the delivery on track. Providing guidance and mentorship to team members to ensure that they have the skills and support they need to complete their tasks. Working with clients or other stakeholders to meet their needs and expectations.

Main expectations/skill from Senior Business Analyst are:

Excellent teambuilders Great negotiators and influencers Adept at conflict resolution Creative problem solvers Outstanding planning, resource, and stakeholder manager Able to see the bigger picture and sell their vision Planning and monitoring program execution Project coordination and managing project interdependencies Creating and managing a budget Cross-project resource management Identifying and addressing problems and risks Program documentation Stakeholder communications, negotiations, and problem-solving Aligning or realigning deliverables with program outcomes

about you

knowledge and abilities

15+ years in strategic program management IT, with preferable work experience in telecom organization.

Solid experience in Agile mode and SAFe practices

Experience in migration project/program of ITSM tooling to ServiceNow (CSM module preferred) will be required.

Knowledge on security aspects within ServiceNow and integration with multiple tools will be required.

Exposure to all stages of Software Development Life Cycle (Agile methodology: Scrum)

Good interpersonal skills, commitment, result-oriented, hard working with a quest and zeal to learn new technologies (micro-services, cloud native, data analysis) and undertake challenging tasks.

Ability to understand Functional Requirements and creation of Design Documents (Techincal Architecture Document).

Intercultrual skills

Must have experience in people management and keep team motivated.

Good written and verbal communication skills, fluent English

Customer centric approach

Problem solving and investigation capabilities

education, qualifications, and certifications

, , MCA, (Computer Science) or equivalent

Completion of at least one of the following certifications:

Certified System Administrator, Certified Implementation Specialist, Certified Application Developer, System Administration Advanced

Certified Implementation Specialist (CSM) (Preferred)

Experience

Minimum 10 years in program and project management

job skills and certifications

ServiceNow Knowledge primarily in ITSM, CSM, Knowledge Management, Service Bridge, SSO & LDAP integration, etc.

API (REST), javascript, Database troubleshooting skills, providing solution design & leading team.


additional information

key accountabilities

key result / decision areas (outcomes)

End to End Delivery with internal & external 3rd parties End to End contributors management End to End solution design End to End Quality of Services End to End technical and functional Support & improvement plan. Overall documentation End to End applications security Responsible for any technical or security related audits Deliver the program on time, scope and budget. Committed overall roadmap Project plan Communication Plan

Dimensions

Financial - Non Applicable People management - Reporting to role(direct) Manager Total headcount under role(indirect) 5-8

Orange Business is an Equal Opportunity Employer. We are committed to a diverse workforce and do not discriminate on the basis of age, gender, race, ethnic origin, sexual orientation, gender identity or gender expression, religion/belief, national origin, marital status, disability or veteran status.


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