Service Delivery Manager

Job Purpose:

To manage and optimize the lifecycle of software applications, with a particular focus on leveraging and enhancing the ServiceNow platform to meet business requirements.

Job Responsibilities:

• Application Lifecycle Management: Oversee the full software application lifecycle, from development, testing, and deployment to ongoing maintenance, support, and eventual decommissioning. This includes planning, coordinating, and executing all phases of the application lifecycle, ensuring alignment with business objectives and IT strategy.
• Application Performance and Reliability: Ensure applications run smoothly, meet performance SLAs, and fulfill organizational needs. This includes proactive monitoring, performance tuning, and rapid response to incidents. Implement preventative measures to minimize downtime and maximize application availability.
• Security and Compliance: Maintain application security by implementing and enforcing security policies, including timely security patching. Ensure applications comply with company policies (e.g., data privacy and security), industry standards (e.g., ISO 27001, GDPR), and relevant regulations. Conduct regular security audits and vulnerability assessments.
• Collaboration and Stakeholder Management: Collaborate effectively with IT teams (development, operations, security), business stakeholders, and vendors. Build strong relationships and foster open communication to ensure alignment and achieve shared goals. Act as a liaison between technical and non-technical stakeholders.
• Team Leadership and Mentorship: Supervise, mentor, and develop team members. Provide guidance, support, and opportunities for growth. Foster a positive and collaborative team environment. Conduct performance reviews and provide constructive feedback.
• Risk Management: Conduct regular risk assessments to identify potential application vulnerabilities and business risks. Develop and implement mitigation strategies to minimize these risks. Proactively anticipate and address potential issues.
• Resource Management: Manage budgets and resources effectively, including personnel, software licenses, and hardware. Optimize resource allocation to maximize efficiency and minimize costs. Develop and manage project budgets.
• Automation and Efficiency: Drive operational efficiency through automation. Identify opportunities to automate repetitive tasks and processes. Implement automation tools and scripts to streamline operations and reduce manual effort.
• Application Matrix Management: Maintain the application matrix for upgrades, patches, and version control. Ensure accurate and up-to-date documentation for all applications. Plan and execute application upgrades and patches in a controlled and efficient manner.

Technical Expertise and Experience:

• ServiceNow Expertise (Required): Must have prior experience using ServiceNow for application monitoring and management. Please detail your ServiceNow experience in your application, including specific modules used, customizations implemented, and any certifications held. Experience with ITOM, CMDB, Discovery, and Incident Implementation is highly advantageous.
• Network Operations: In-depth knowledge of network operations, systems architecture, and network monitoring tools. Understanding of network protocols, routing, switching, and network security.
• Other Monitoring Tools: Proficiency with other application monitoring and management tools (e.g., SolarWinds, Zabbix, Nagios, Dynatrace, and Nexthink) is beneficial. Experience integrating these tools with ServiceNow is a plus.
• Certifications (Advantageous): ITOM, CMDB, Discovery, Incident Implementation with SolarWinds, Dynatrace, and NexThink.
• Infrastructure: Experience with databases (e.g., SQL Server, Oracle, MySQL), application servers (e.g., WebSphere, Tomcat, JBoss), and cloud infrastructure (e.g., AWS, Azure, GCP). Familiarity with containerization technologies (e.g., Docker, Kubernetes) is a plus.
• Networking: Familiarity with networking protocols (TCP/IP, HTTP, DNS), basic routing and switching, and Network Monitoring tools.
• Telco Experience (Highly Advantageous): Experience working within large telecommunications organizations is highly advantageous.

Leadership & Management:

• Team Leadership: Proven experience managing and mentoring technical teams, including performance management, coaching, and development. Ability to motivate and inspire team members to achieve their full potential.
• Decision-Making: Strong decision-making skills, particularly under pressure during incident management. Ability to assess situations quickly, evaluate options, and make sound judgments.
• Collaboration: Ability to coordinate and collaborate effectively with multiple teams and departments. Strong interpersonal skills and the ability to build consensus.
• Conflict Resolution: Ability to effectively resolve conflicts and disagreements within the team and with other stakeholders.

Problem-Solving & Analytical Thinking:

• Troubleshooting: Strong troubleshooting skills and the ability to quickly diagnose and resolve complex application issues. Ability to identify root causes and implement effective solutions.
• Analytical Skills: Analytical skills to perform root cause analysis, identify trends, and implement long-term solutions. Ability to analyze data and metrics to identify areas for improvement.
• Critical Thinking: Ability to think critically and strategically about application management and identify opportunities for optimization and innovation.

Communication:

• Communication Skills: Excellent verbal and written communication skills to liaise with technical and non-technical stakeholders. Ability to communicate complex technical concepts clearly and concisely.
• Documentation: Ability to create clear and concise documentation and reports, including technical specifications, user manuals, and incident reports.
• Presentation Skills: Ability to deliver effective presentations to both technical and non-technical audiences.