Delivery Manager

4 weeks ago

Metros, India Growel Softech Pvt. Ltd. Full time

Job Title : ServiceNow Project Manager

Job Summary :

We are seeking an experienced ServiceNow Project Manager/Delivery Manager to lead our team in delivering successful ServiceNow implementations. In this role, you will be responsible for overseeing all aspects of ServiceNow projects, with a focus on Customer Service Management (CSM) and Field Service Management (FSM). You will work closely with clients, stakeholders, and cross-functional teams to ensure projects are completed on time, within budget, and according to quality standards. The ideal candidate will have a proven track record of managing ServiceNow projects, strong leadership skills, and expertise in CSM and FSM :

- Project Planning: Develop comprehensive project plans, including scope, timeline, budget, resource allocation, and risk management, for ServiceNow implementations focused on Customer Service Management (CSM) and Field Service Management (FSM).

- Stakeholder Engagement: Engage with clients, executives, business owners, and other stakeholders to define project objectives, gather requirements, and establish clear communication channels throughout the project lifecycle.

- Team Leadership: Lead and motivate cross-functional project teams, including ServiceNow developers, administrators, testers, and business analysts, to achieve project goals and deliver high-quality solutions.

- Resource Management: Allocate resources effectively, including personnel, budget, and technology assets, to ensure project tasks are completed on time and within budget.

- Risk Management: Identify project risks and develop mitigation strategies to minimize potential impacts on project scope, timeline, and budget.

- Change Management: Manage changes to project scope, requirements, and deliverables, ensuring proper documentation, approval, and communication to stakeholders.

- Quality Assurance: Establish and enforce quality assurance processes and standards to ensure that ServiceNow implementations meet or exceed client expectations and industry best practices.

- Vendor Management: Coordinate with third-party vendors, consultants, and subcontractors as needed to support project activities, ensuring alignment with project objectives and contractual agreements.

- Project Tracking and Reporting: Monitor project progress, track key performance indicators (KPIs), and generate regular status reports for project stakeholders, providing updates on milestones, risks, issues, and action items.

- Client Satisfaction: Foster positive relationships with clients by providing exceptional customer service, addressing concerns or issues promptly, and ensuring client expectations are met or exceeded.

- Knowledge Transfer: Facilitate knowledge transfer sessions for client stakeholders, project team members, and support staff to ensure successful adoption and utilization of ServiceNow solutions post-implementation.

- Continuous Improvement: Identify opportunities for process improvements, lessons learned, and best practices from previous projects, and incorporate them into future ServiceNow implementations.

Requirements :

- Must have CSA certification.

- Bachelor's degree in Information Technology, Business Administration, or a related field. Master's degree preferred.

- Minimum of 15 years of experience in project management, with at least 15 years of experience managing ServiceNow projects.

- Proven experience managing ServiceNow implementations, with a focus on Customer Service Management (CSM) and Field Service Management (FSM) modules.

- Strong understanding of IT service management (ITSM) principles and best practices, particularly in the areas of customer service and field service operations.

- Project Management Professional (PMP) certification or equivalent project management certification preferred.

- Excellent leadership and team-building skills, with the ability to inspire and motivate cross-functional project teams to achieve project goals and objectives.

- Exceptional communication and interpersonal skills, with the ability to effectively engage with clients, stakeholders, and team members at all levels of the organization.

- Experience in change management, risk management, and quality assurance processes within a project management framework.

- ServiceNow certifications, such as Certified Implementation Specialist (CIS), Certified Application Developer (CAD), etc. are highly desirable.

- Experience in ServiceNow Telecommunications Service Management (TSM) is a plus, but not required.

(ref:hirist.tech)

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