ServiceNow Delivery Manager

Job Purpose

ESM Strategy and Implementation

• Lead ESM strategies aligned with organizational goals.
• Lead workshops to gather and document business requirements.
• Map processes, identify gaps, and recommend ServiceNow improvements.
• Translate business needs into technical solutions across multiple functions.

ServiceNow Configuration and Support

• Oversee configuration and customization of ServiceNow ITSM, ITOM, ITBM, and CMDB modules.
• Lead workflows, automations, and integrations.
• Supervise scripts, APIs, and custom configurations.
• Provide ongoing platform support and ensure system uptime.

CMDB Management

• Optimize CMDB accuracy and maintain asset and service dependency mappings.
• Manage CMDB data integrity and ensure critical assets and services are tracked.
• Troubleshoot platform issues and maintain system availability.

Testing and Improvement

• Oversee test plans for workflows, automations, and features.
• Manage UAT, address stakeholder feedback, and refine solutions.
• Analyze system performance and implement improvements.

Reporting and Leadership

• Oversee KPI reports and dashboards for ESM implementations.
• Provide recommendations for enhancements and upgrades.
• Act as liaison among IT, business units, functional teams, and vendors.
• Manage plans, budgets, expenses, organizational processes, and team performance.

Qualifications

• Bachelor's degree in Computer Science or a relevant field.
• 6 to 10 years of work experience.
• Knowledge of applications development standards, systems analysis, systems design, and systems architecture.

Role Accountability

• Recruit, develop, and manage team performance in accordance with company policies.
• Deliver required results on time with the required quality and cost.
• Anticipate problems, make timely decisions, and provide progress reports.
• Promote automation, process improvement, quality, adaptation, and a safe work environment.