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GlideFast Consulting - ServiceNow Service Manager - Contract to Hire
Reference
JBRQ0001010
Description
The ServiceNow Service Manager leads the service delivery of solutions and products supporting Enterprise Service Management foundations (Engagement channels, Service Catalog, and Knowledge Management) on the Service Management platform. This role is responsible for managing customer relationships, defining the service strategy, technical design and leading the delivery teams. Additionally, the Service Manager is accountable for customers’ satisfaction with the services being delivered.
Responsibilities
* Define service vision and strategy that reflects customer and business needs, balancing long-term, overall solution direction, and short-term service availability and capability * Guide services teams through analysis and prioritization of improvements, or development, of services to ensure customer needs are met and customers are satisfied with services provided (e.g., Investment Portfolios, Service Roadmaps) * Ensure customer satisfaction with services delivered; collaborate with Demand Managers and other Service Teams on identifying and executing improvement actions * Supervise scoping, planning, and management of service delivery to customers; flex and manage capacity across delivery teams successfully scaling to meet customer demand * Partner with Demand Managers/ Product Owner and other Service Teams to understand prioritized demand and to coordinate the delivery of services * Manage contracts and capacity commitments with external vendors * Identify and execute improvement actions for service delivery, including championing exploration and incubation of advanced technologies * Define service vision and strategy that reflects customer and business needs, balancing long term, overall solution Guide services teams through analysis and prioritization of improvements, or development, of services to ensure customer needs are met and customers are satisfied with services provided (e.g., investment portfolios, service roadmaps) * Proactively monitor the market trends and commercial product roadmaps in the respective areas and ensure alignment of the service strategy with the market trends * Lead generation, capture, and screening of innovation ideas around gdt and dd&t solutions’ within service management platform * Act as design authority ensuring solution designs are aligned to the service management platform capabilities and design principles* Maintain current certifications, keep up to date on all Delta releases * Build on current platform knowledge by learning new modules and broadening skillset
Qualifications
* 7+ years of relevant technical experience including 5+ years of the ServiceNow platform experience in a senior technical role * Preferred experience in business service delivery within one of the business areas: HR, Finance, Procurement, Workplace, Legal, etc. * Experience with designing and delivering solutions with at least 4 of these ServiceNow applications and capabilities: IT Service Management, HR Service * Delivery, Customer Service Management, Workplace Service Delivery, Virtual Agent, Integration Hub, Performance Analytics * Deep understanding concepts around Enterprise Service Management and Global Business Services * Experience in designing and delivery ticket deflection and fulfillment automation solutions * Solid understanding of NLU and machine-learning methods and ServiceNow ML capabilities, and capabilities by other market players (e.g. Microsoft) * Solid understanding of the Software Delivery Lifecycle principles in the pharmaceutical industry (CSV, CSA, GAMP 5) (desired) * Solid understanding and experience working with Agile Development and DevSecOps practices and tools (work management, code management, test automation, CI/CD, code scanning etc) * Preferred technologies: ServiceNow Platform, JavaScript, Angular, Seismic, MySQL/MariaDB, SAML, SSL, Web Services, REST, JDBC* Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks * Uphold excellent time management and organizational skills with an aptitude toward creative problem-solving * Excellent proficiency with English language: written, reporting, verbal/oral communication skills; must be an effective presenter * Proven troubleshooting skills * Continue learning service delivery solutions, technologies, and methodologies * Maintain professionalism and an uninterrupted work environment during all client meetings and interactions * Excellent communications skills required – verbally with customers and all levels of the business, as well as written with technical assessments and project-related reports
Certifications / Education
* Bachelor's degree in IT, Business, or related field preferred or equivalent work experience
The starting pay range for this role is $0.00 - $0.00. Actual compensation will depend on a number of factors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.
Apply For This Opportunity
Reference
JBRQ0001010