Service Delivery Manager

3 days ago

India CIGNEX Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Key Responsibilities

  • Client Relationship Management: Serve as the primary liaison between clients and the ServiceNow delivery team, ensuring client requirements are understood, expectations are managed, and satisfaction is maintained.

  • Service Delivery Oversight: Lead the delivery of IT services on the ServiceNow platform, ensuring timely execution and adherence to Service Level Agreements (SLAs).

  • Process Optimization: Drive continuous improvement initiatives for ServiceNow processes, workflows, and integrations to maximize platform efficiency and value.

  • Resource Management: Coordinate internal resources, including development and support teams, to ensure adequate staffing and skillsets for service delivery.

  • Incident and Problem Management: Oversee the resolution of incidents and problems, minimizing service disruption and ensuring root cause analysis and corrective actions.

  • Reporting and Analytics: Monitor service performance using ServiceNow dashboards; prepare and present reports to senior management and stakeholders.

  • Service Catalog & Change Management: Manage the Service Catalog and oversee change management processes to ensure smooth transitions and minimal impact on business operations.

  • Risk & Compliance Management: Ensure service delivery complies with regulatory requirements, industry standards, and internal governance policies.

  • Escalation Handling: Manage escalations related to service delivery issues, ensuring prompt resolution and restoration of services.

  • Training & Development: Mentor and develop team members in ServiceNow best practices, new features, and platform updates.

Key Skills and Qualifications

  • ServiceNow Expertise Must: In-depth knowledge of ServiceNow modules such as ITSM, HRSD,Finance,PPM,CSDM etc.

  • Leadership: Proven ability to lead and motivate cross-functional teams in a dynamic environment.

  • Project Management: Experience with Agile, ITIL, or similar frameworks for IT service management and delivery.

  • Communication: Strong verbal and written communication skills, with the ability to engage both technical and non-technical stakeholders.

  • Analytical Thinking: Advanced problem-solving and analytical skills to address complex service delivery challenges.

  • Certifications: good to have :ITIL certification and ServiceNow certifications (e.g., ServiceNow Certified System Administrator, ServiceNow Certified Implementation Specialist)

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