Service Delivery Manager

4 weeks ago

Indore, India Alphanext Technology Solutions Full time

AboutUs:
Alphanext Technology Solutions is aglobal leader in providing innovative talent solutions specializingin delivering topnotch IT services to clients across the globe.With operational bases in Indore Pune Nagpur Chennai andheadquartered in London we pride ourselves on our ability to offerholistic IT service consulting catering to a wide range ofindustries. Our expertise spans junior developers to Agile coachesand now we are expanding our services with the inclusion ofServiceNow capabilities.

RoleOverview:
We are seeking a highly skilledand experienced Service Delivery Manager specializing in ServiceNowto join our dynamic team. The successful candidate will beresponsible for overseeing the delivery of ServiceNow projects andservices to our clients ensuring that we meet or exceed clientexpectations. This role requires a deep understanding of ServiceNowplatform capabilities strong leadership skills and a commitment todelivering highquality IT services.

KeyResponsibilities:

  1. Service DeliveryManagement:

    • Overseethe endtoend delivery of ServiceNow projects and services ensuringthey align with client requirements and companystandards.
    • Monitor service levels ensuringSLAs and KPIs are consistently met or exceeded.
    • Proactively manage risks and issues ensuring timelyresolution and communication to stakeholders.
    • Coordinate with crossfunctional teams to ensure seamlessservice delivery and continuous improvement.

  2. Client RelationshipManagement:

    • Act asthe primary point of contact for clients regarding ServiceNowservices building and maintaining strong longlasting clientrelationships.
    • Understand client needstranslating them into actionable requirements and ensuring thedelivery of solutions that meet those needs.
    • Conduct regular service reviews with clients providingupdates on performance discussing improvements and identifyingfuture opportunities.

  3. Team Leadership &Development:

    • Lead ateam of ServiceNow professionals providing guidance mentorship andsupport to ensure high levels of performance and jobsatisfaction.
    • Foster a culture of continuouslearning and improvement encouraging the team to stay updated onthe latest ServiceNow features and best practices.
    • Ensure resource allocation aligns with project andservice demands optimizing team productivity and servicedelivery.

  4. ServiceNowExpertise:

    • Serve as asubject matter expert (SME) in ServiceNow providing technicalguidance and support to both clients and internal teams.
    • Stay current with ServiceNow platform updates trends andbest practices ensuring our services remain competitive andcuttingedge.
    • Drive the implementation ofServiceNow best practices across projects and services ensuringhighquality scalable and maintainable solutions.

  5. FinancialManagement:

    • Managethe financial aspects of ServiceNow projects and services includingbudgeting forecasting and cost optimization.
    • Ensure that projects are delivered within budget and thatcostefficiency is maintained without compromising servicequality.
    • Identify opportunities for costsavings and efficiency improvements in service delivery.

  6. ContinuousImprovement:

    • Developand implement continuous improvement initiatives aimed at enhancingservice delivery processes methodologies and tools.
    • Lead postimplementation reviews capturing lessons learnedand integrating them into future projects.
    • Promote a culture of innovation within the teamencouraging the exploration of new ideas and approaches to improveservice delivery.

Key Qualifications:

  • Bachelors degree in Information TechnologyComputer Science Business Administration or a relatedfield.
  • 10 years of experience in IT servicedelivery with at least 5 years of experience specializing inServiceNow.
  • Proven experience in managing anddelivering complex ServiceNow projects in a global multiclientenvironment.
  • Strong leadership and teammanagement skills with a track record of building and leadinghighperforming teams.
  • Indepth knowledge ofServiceNow platform capabilities including ITSM ITOM ITBM and otherServiceNow modules.
  • Excellent clientrelationship management skills with a focus on deliveringexceptional customer service.
  • Strong financialmanagement skills with experience managing budgets and optimizingcosts.
  • Certification in ServiceNow (e.g.Certified Implementation Specialist Certified System Administrator)is highly desirable.
  • Strong problemsolvingskills with the ability to think strategically and executetactically.

PersonalAttributes:

  • Excellentcommunication and interpersonal skills.
  • Strongorganizational and time management abilities.
  • Ability to work under pressure and manage multiplepriorities.
  • High level of integrity andprofessionalism.

WhyJoin Us

  • Opportunityto work with a global leader in IT services.
  • Exposure to a diverse range of industries andclients.
  • Collaborative and supportive workenvironment.
  • Continuous learning andprofessional development opportunities.
  • Competitive compensation and benefits package.

ServiceNow,Javascript,ITBM,ITSM

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