IT Service Delivery Manager

2 weeks ago


Bengaluru, Karnataka, India HITACHI ENERGY SERVICES SP. Z O.O. Full time

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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