Service Delivery Manager

2 weeks ago

indore, India Alphanext Technology Solutions Full time

About Us:
Alphanext Technology Solutions is a global leader in providing innovative talent solutions specializing in delivering topnotch IT services to clients across the globe. With operational bases in Indore Pune Nagpur Chennai and headquartered in London we pride ourselves on our ability to offer holistic IT service consulting catering to a wide range of industries. Our expertise spans junior developers to Agile coaches and now we are expanding our services with the inclusion of ServiceNow capabilities.

Role Overview:
We are seeking a highly skilled and experienced Service Delivery Manager specializing in ServiceNow to join our dynamic team. The successful candidate will be responsible for overseeing the delivery of ServiceNow projects and services to our clients ensuring that we meet or exceed client expectations. This role requires a deep understanding of ServiceNow platform capabilities strong leadership skills and a commitment to delivering highquality IT services.

Key Responsibilities:

  • Service Delivery Management:

    • Oversee the endtoend delivery of ServiceNow projects and services ensuring they align with client requirements and company standards.
    • Monitor service levels ensuring SLAs and KPIs are consistently met or exceeded.
    • Proactively manage risks and issues ensuring timely resolution and communication to stakeholders.
    • Coordinate with crossfunctional teams to ensure seamless service delivery and continuous improvement.

  • Client Relationship Management:

    • Act as the primary point of contact for clients regarding ServiceNow services building and maintaining strong longlasting client relationships.
    • Understand client needs translating them into actionable requirements and ensuring the delivery of solutions that meet those needs.
    • Conduct regular service reviews with clients providing updates on performance discussing improvements and identifying future opportunities.

  • Team Leadership & Development:

    • Lead a team of ServiceNow professionals providing guidance mentorship and support to ensure high levels of performance and job satisfaction.
    • Foster a culture of continuous learning and improvement encouraging the team to stay updated on the latest ServiceNow features and best practices.
    • Ensure resource allocation aligns with project and service demands optimizing team productivity and service delivery.

  • ServiceNow Expertise:

    • Serve as a subject matter expert (SME) in ServiceNow providing technical guidance and support to both clients and internal teams.
    • Stay current with ServiceNow platform updates trends and best practices ensuring our services remain competitive and cuttingedge.
    • Drive the implementation of ServiceNow best practices across projects and services ensuring highquality scalable and maintainable solutions.

  • Financial Management:

    • Manage the financial aspects of ServiceNow projects and services including budgeting forecasting and cost optimization.
    • Ensure that projects are delivered within budget and that costefficiency is maintained without compromising service quality.
    • Identify opportunities for cost savings and efficiency improvements in service delivery.

  • Continuous Improvement:

    • Develop and implement continuous improvement initiatives aimed at enhancing service delivery processes methodologies and tools.
    • Lead postimplementation reviews capturing lessons learned and integrating them into future projects.
    • Promote a culture of innovation within the team encouraging the exploration of new ideas and approaches to improve service delivery.

Key Qualifications:

  • Bachelors degree in Information Technology Computer Science Business Administration or a related field.
  • 10 years of experience in IT service delivery with at least 5 years of experience specializing in ServiceNow.
  • Proven experience in managing and delivering complex ServiceNow projects in a global multiclient environment.
  • Strong leadership and team management skills with a track record of building and leading highperforming teams.
  • Indepth knowledge of ServiceNow platform capabilities including ITSM ITOM ITBM and other ServiceNow modules.
  • Excellent client relationship management skills with a focus on delivering exceptional customer service.
  • Strong financial management skills with experience managing budgets and optimizing costs.
  • Certification in ServiceNow (e.g. Certified Implementation Specialist Certified System Administrator) is highly desirable.
  • Strong problemsolving skills with the ability to think strategically and execute tactically.

Personal Attributes:

  • Excellent communication and interpersonal skills.
  • Strong organizational and time management abilities.
  • Ability to work under pressure and manage multiple priorities.
  • High level of integrity and professionalism.

Why Join Us

  • Opportunity to work with a global leader in IT services.
  • Exposure to a diverse range of industries and clients.
  • Collaborative and supportive work environment.
  • Continuous learning and professional development opportunities.
  • Competitive compensation and benefits package.

ServiceNow,Javascript,ITBM,ITSM

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