ServiceNow Service Delivery Manager

Job Description

Key Responsibilities:

Service Delivery Management

• Oversee the end-to-end delivery of ServiceNow solutions and services, ensuring they are delivered on time, within scope, and within budget
• Manage and lead the ServiceNow delivery team, including developers, administrators, and business analysts
• Ensure adherence to ITIL and other relevant best practices in service management
  
  

Client Relationship Management

• Serve as the primary point of contact for clients regarding ServiceNow services and support
• Build and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction with ServiceNow services
• Conduct regular service review meetings with clients to discuss performance, improvements, and future needs
  
  

Project Management

• Lead and manage ServiceNow implementation projects, including planning, execution, monitoring, and closing phases
• Develop and maintain project plans, schedules, and budgets
• Ensure effective communication and coordination among project stakeholders
  
  

Quality Assurance And Improvement

• Implement and monitor quality assurance processes to ensure the delivery of high-quality ServiceNow solutions
• Identify opportunities for service improvements and implement changes to enhance service delivery
• Conduct post-implementation reviews and lessons learned sessions to continuously improve service delivery processes
  
  

Team Leadership And Development

• Provide leadership, mentorship, and development opportunities to the ServiceNow delivery team
• Conduct regular performance reviews and provide constructive feedback
• Foster a collaborative and high-performing team culture
  
  

Service Monitoring And Reporting

• Monitor service performance metrics and ensure adherence to Service Level Agreements (SLAs)
• Prepare and present regular service performance reports to clients and senior management
• Proactively identify and resolve service issues to minimize disruptions and maintain service quality
  
  

Qualifications

Education:

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. A Master’s degree is a plus
  
  

Experience

• Minimum of 5 years of experience in IT service delivery or project management, with at least 3 years focused on ServiceNow
• Proven experience in managing ServiceNow implementations and ongoing support
  
  

Certifications

• ITIL Foundation certification is required
• ServiceNow Certified System Administrator (CSA) and other ServiceNow certifications (such as ITSM, HR, CSM) are highly desirable
  
  

Skills

• Strong leadership and team management skills
• Excellent client relationship management and communication skills
• Proficiency in project management methodologies and tools
• In-depth knowledge of ServiceNow platform, modules, and capabilities
• Strong problem-solving and analytical skills
  
  

Competencies

• Strategic thinking and planning
• Strong organizational and multitasking abilities
• Attention to detail and commitment to quality
• Ability to work effectively under pressure and meet tight deadlines
• Collaborative and team-oriented mindset
  
  

Working Conditions

Flexibility to work outside normal business hours to meet project deadlines or address critical issues.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.