ServiceNow Delivery Manager

1 day ago

Gurgaon, Haryana, India AHEAD Full time
About This Opportunity

AHEAD is seeking an experienced ServiceNow Delivery Manager to provide technical vision and leadership to our Sales and Delivery teams.

The successful candidate will work closely with the ESM Director, advising teams on technical issues and their business implications, utilizing their expertise in AHEAD's core technology competencies.

This role is responsible for driving the delivery of client-focused, high-quality projects, including development, technical pre-sales guidance, internal IP, and Service Delivery Framework development.

Key Responsibilities
  • Manage a team of 5-15 engineers and architects, focusing on individualized career development plans.
  • Coach, mentor, and develop direct reports, including new employee onboarding.
  • Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment.
  • Provide effective performance feedback through employee recognition, rewards, and disciplinary action.
  • Actively manage bench time to support progress toward utilization targets, individual development goals, and solution development goals.
  • Understand sales pipeline and team capacity and capabilities, adjusting staffing plans as needed.
  • Maintain skills and certification inventory of the team.
  • Create a workplace culture that supports the values and guiding principles of the organization.
  • Foster a culture of delivering with quality and care.
  • Build and maintain a culture of trust through open and honest feedback and accountability.
Project Support
  • Participate in pre-sales and scoping activities, building proposals, pricing, and statements of work.
  • Work with Project Managers and the Resource Management team to identify appropriate resources for projects.
  • Act as a key contact for projects staffed by the team.
  • Participate in project kick-off, status, close-out, and escalation meetings as needed.
  • Provide expert technical architectural support and guidance for solutions.
  • Continuously improve project scoping and delivery by capturing lessons learned after each engagement and adjusting future proposals and approaches.
Solution Development and External Evangelism
  • Work with Solutions Principals and practice leadership to define the solution development roadmap.
  • Contribute to solution development activities directly and through coordinating time and contributions by the team.
  • Contribute to blog posts, speak at user groups/conferences, and present at internal briefings as needed.
Qualifications
  • 10+ years of hands-on experience implementing ITSM, CSM, and/or ITBM, ServiceNow Discovery, Service Mapping, and/or Event Management.
  • Mastery in at least one ServiceNow suite.
  • Broad base of technical skills, business acumen, and a strong desire to support the client.
  • Experience managing, mentoring, and coaching people.
  • Ability to think past the products and create solutions to meet business/IT needs.
  • Effectively communicate solutions architecture to the client, third parties, and the team.
  • Strong listening and interpersonal skills, problem-solving ability, big picture mentality, and aptitude to visualize the solution.
  • Able to foster teamwork among the delivery team(s).
  • Proficiency in hardware, software, and/or operating systems environments.
  • Ability to manage a team environment.
  • Proven troubleshooting & problem-solving ability.
  • Presentation and facilitation of executive-level meetings, group presentations, and collaborative technical workshops.
What We Offer

AHEAD values diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, encouraging cross-department training and development, sponsoring certifications, and credentials for continued learning.

USA Employment Benefits include: Medical, Dental, and Vision Insurance, 401(k), Paid company holidays, Paid time off, Paid parental and caregiver leave, and more. See benefits at https://www.aheadbenefits.com/ for additional details.

PI253785133

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