Servicenow Delivery Head

2 weeks ago

Chennai, Tamil Nadu, India Talentgigs Full time
Designation: Practice Lead / Manager / Head
Experience: 15+ Yrs.
Location: Chennai
No. of position: 1

Job Description

Essential Functions of the Job:

· A minimum of 6-7 years of experience in ServiceNow tool.
· Understand the relevant functional area in ServiceNow

ITSM

and

ITOM , gained through a combination of program delivery / implementation and support
· Knowledge in ITBM, CSM and FSM are added advantages
· Manage the delivery of services to the ServiceNow user community from a

functional perspective
· Manage the functional resources of the delivery team in terms of

resource planning, demand management and the prioritization of workload
· Manage stakeholders across the IT Services landscape regarding the

operational support

of the ServiceNow solution, with a particular focus on

technical integration, including interfaces between impacted and/or dependent applications
· Collaborate with process leads

to develop process specific portfolios and demand plans

for the relevant functional areas of the ServiceNow solution and take the prime responsibility for the delivery of service requests, maintenance requests and enhancement requests
· Collaborate with the Consultants regarding the

viability of business requirements and the potential impact upon the global template
· Ensure ongoing awareness of

the impact of future program releases across the functional area

and provide input to impact assessments as required

Analytical/Decision Making Responsibilities:

· Make informed judgments and take appropriate action regarding issues which may

potentially impact the quality of services

delivered by the ServiceNow across the relevant functional area
· Analyze requirements from the business and take appropriate steps to

define action plans which are detailed, meaningful and set expectations

appropriately with the business
· Analyze service performance based on data provided, interpret the data to determine the quality of the service, and

validate this against the user perception of the service
· Determine when it is appropriate to

escalate , and

use judgment and experience to determine

the most effective course of action
· Engage and collaborate with the stakeholders across business and IT, using personal experience and judgement to define tailored approaches to dealing with specific stakeholders,

setting expectations appropriately and building trust and confidence.

Knowledge and Skills Requirements:

· Collaborate with the Consultants regarding service performance for their own functional area, agreeing action plans with the service delivery functional team to help prioritize backlog and develop demand plans for the delivery of service requests, maintenance requests and enhancement requests
· Manage

demanding customers

fairly and effectively
· Manage service delivery performance and

compliance through agreed metrics

and service levels
· Commercially astute with

strong negotiation and management skills
· Ability to

communicate effectively

across a complex and diverse group of stakeholders
· Deep and Practical Knowledge in

ITSM, ITBM, ITOM, Asset Management, CMDB, SAM Pro on a high level to be able to communicate with the customer
· Understand the timeline for

resource

estimation
· Deep and practical ITILv3 knowledge and experience
Supervisory Responsibilities:

· Able to

act independently , seeking consultation guidance and advice as appropriate
· Actively develops team members and direct reports by providing

day-to-day guidance, feedback and on-the-job coaching
· Assists in preparing and

tracking budgets
· Responsible for

compliance with performance management objectives
·

Mentors and counsels team members
Other Requirements:
· Ability and flexibility to work in a virtual environment across

multiple time zones
·

Flexibility

to work non-standard hours in supporting global production systems.
Experience:
· Significant experience of developing and managing

plans

and planning

demand

in line with business priorities
· Direct experience in managing staff and budgets
· ServiceNow experience from both an

implementation and support perspective
· Significant awareness of the

future direction for ServiceNow in the relevant functional area
· Strong

service management experience

with good awareness of

ITILv3
Certification:
ServiceNow Certified System Administrator (Madrid and Up)
ITIL V3/ ITIL V4 certification
Education:
· Bachelor's degree in a relevant discipline or equivalent work experience

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