IT Service Delivery Manager
4 days ago
Job Description
Overview
Hitachi Energy IT has initiated an IT Transformation program to set up and migrate to a new global IT environment.
As a ServiceNow Service Delivery Manager, you will play a key role in ensuring the effective delivery and support of ServiceNow services provided by external vendors.
Your Responsibilities
Key responsibilities include:
- Overseeing the delivery of ServiceNow services to meet agreed service levels and quality standards.
- Generating and analysing service delivery reports to identify areas for improvement and provide regular updates to management.
- Acting as the main point of contact for all ServiceNow-related issues and escalations.
- Ensuring seamless service delivery by coordinating with various stakeholders, including internal teams and service providers.
- Liaising with stakeholders to understand their needs and ensure ServiceNow services align with business objectives.
- Conducting regular service reviews and gathering feedback to improve service delivery.
- Analysing incident trends and implementing proactive measures to reduce future incidents in collaboration with service providers.
- Planning and managing ServiceNow releases, including testing, documentation, and deployment.
- Overseeing the change management process for ServiceNow to ensure changes are implemented with minimal disruption.
- Leading and managing a team of ServiceNow Business Analysts, as well as coordinating closely with delivery teams from service providers.
- Ensuring ServiceNow services comply with organisational policies and regulatory requirements.
Your Background
Requirements include:
- At least 8 years of experience managing service delivery within IT, with a minimum of 3 years managing the delivery of ServiceNow services.
- A degree in software engineering, computer systems, or a similar field.
- In-depth knowledge of ServiceNow platform capabilities, modules, and best practices.
- Strong analytical skills to identify and resolve issues promptly.
- Experience in leading and motivating a team, managing conflicts, and fostering a collaborative work environment.
- ITIL Foundation certification is required.
- Experience working collaboratively in a geographically dispersed team.
- Fluent spoken and written English, with the ability to formulate complex topics in everyday language.
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