Hitachi Energy IT have initiated an IT Transformation program for the set up and migration to a new "stand alone" global IT environment. We are looking for a talented IT individual to be part of building and operating a new IT function equipped to meet our future needs.
As a ServiceNow Service Delivery Manager your role will be to ensure the effective delivery and support of ServiceNow services provided by external vendors.
If you are a motivated self-starter who has a passion for excellence and values education, integrity, innovation, and success, this is a role for you!
Your responsibilities:
- Oversee the delivery of ServiceNow services and ensure they meet the agreed service levels and quality standards
- Generate and analyse service delivery reports to identify areas for improvement and provide regular updates to management on service performance and improvement initiatives
- Act as the main point of contact for all ServiceNow-related issues and escalations
- Ensure seamless service delivery by coordinating with various stakeholders, including internal teams and service providers
- Liaise with the stakeholders to understand their needs and ensure ServiceNow services are aligned with business objectives
- Conduct regular service reviews and gather feedback to improve service delivery
- Analyse incident trends and implement proactive measures to reduce future incidents in collaboration with the service providers
- Plan and manage ServiceNow releases, including testing, documentation, and deployment
- Oversee the change management process for ServiceNow to ensure changes are implemented with minimal disruption
- Lead and manage a team of ServiceNow Business Analysts as well as coordinate closely with delivery teams from the service providers
- Ensure ServiceNow services comply with organizational policies and regulatory requirements (e.g. internal and regulatory controls)
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Your background:
- At least 8 years of experience managing service delivery within IT (minimum 3 years managing the delivery of ServiceNow services).
- Degree in software engineering, computer systems, or similar.
- In-depth knowledge of ServiceNow platform capabilities, modules, and best practices
- Strong analytical skills to identify and resolve issues promptly
- Experience in leading and motivating a team, manage conflicts, and foster a collaborative work environment
- ITIL Foundation certificate required
- Demonstrated experience in working collaboratively in geographically dispersed team.
- Fluent spoken and written English, ability to formulate complex topics in everyday language.
Apply now