ServiceNow – Delivery Manager

Job Description

Roles and Responsibilities:
• Responsible for Governance of all Managed services engagements for CE region
• Responsible for Customer Engagement and internal (SBU/MDU) stakeholder management for all engagements
(Responsible for higher CSAT)
• Responsible for Managing Practice Revenue and profitability for Managed Services Tower
• Support the Markets team in business Development – Devise or/and review Technical Solutioning and efforts
(deliverability assessment)
• Drive practice level initiatives for Managed services tower (example: Innovations, Training & Certifications)
• Nurture Innovation and Knowledge Management within the tower
• Drive Key account Management with personal involvement

Desired Skills/Expertise:
• Experience managing ServiceNow end to end delivery projects in waterfall and agile methodologies
• Experience in project planning, project tracking, risk management, resource management, assigning tasks, creating
status reports, participating in status calls and steering committee meetings
• Experience in creating proposals and defining solutions for ServiceNow implementation and support.
• Experience in business development, calculating engagement pricing and profitability
• Ability to articulate and quantify benefits of using ServiceNow to customers
• Extensive experience in Client Management
• Knowledge/experience on processes as well ServiceNow modules – Incident Management, Problem Management,
Change Management, Service Level Management, CMDB, Knowledge Management, Asset Management and CMS
• Excellent understanding of ITIL processes as well other domains
• Ability to define and implement best practices
• Exposure to Project Portfolio Management, SDLC, Financial Management, Demand Management, developing Customer
Apps and Service Watch is preferable
• ServiceNow Implementation Specialist & Admin certification
Soft Skills:
• Self Driven as well demonstrated leadership skills
• Excellent communication and inter-personal skills
• Assertive and ability to articulate
• Excellent presentation skills

50-100 EUR/hr

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