ServiceNow Delivery Manager

Role Overview

ServiceNow Delivery Manager at alfanar. This role leads the implementation and optimization of the ServiceNow platform for Enterprise Service Management (ESM) across the organization.

Role Purpose

Lead the implementation and optimization of the ServiceNow platform for Enterprise Service Management, defining scope, driving solutions, and ensuring scalable implementations that align with business needs. Enhance service delivery and operational efficiency by leveraging ServiceNow to support enterprise services including IT, HR, Facilities, and Customer Service Management.

Key Responsibilities

ESM Strategy & Implementation

• Lead the development and execution of Enterprise Service Management strategies that align with organizational goals, ensuring service management processes are effective and scalable.
• Lead workshops with business stakeholders to gather and document detailed business requirements for ESM initiatives, ensuring alignment with ServiceNow capabilities.
• Map current business processes, identify gaps, and recommend improvements that leverage ServiceNow's capabilities to enhance operational workflows and service delivery.
• Collaborate with business and IT teams to translate business needs into actionable technical solutions that optimize service management outcomes across IT, HR, Customer Service, and other functions.

ServiceNow Configuration & Support

• Oversee the configuration and customization of ServiceNow modules (ITSM, ITOM, ITBM, CMDB) to meet specific business requirements, ensuring alignment with best practices and enterprise needs.
• Lead the design of workflows, automations, and integrations that improve operational efficiency and enhance end-user experience.
• Supervise the development of scripts, APIs, and custom configurations required to implement tailored solutions within the ServiceNow platform.
• Provide ongoing support and management of the ServiceNow platform, ensuring continuous improvement and system uptime.

CMDB Management & Troubleshooting

• Lead efforts to optimize the Configuration Management Database, ensuring accurate and up-to-date asset and service dependency mappings across the organization.
• Manage data integrity within the CMDB, addressing discrepancies and ensuring all critical assets and services are properly tracked.
• Troubleshoot platform issues to ensure consistent performance and system availability.

Testing & Continuous Improvement

• Oversee the development and execution of test plans for new workflows, automations, and features, ensuring they meet business needs and quality standards.
• Manage UAT processes, addressing feedback from business stakeholders and refining solutions to ensure optimal functionality and user satisfaction.
• Continuously analyze system performance, identify areas for improvement, and implement changes to optimize platform performance and efficiency.

Reports & Analytics

• Oversee the creation and maintenance of reports and dashboards that track key performance indicators and measure the success of ESM implementations.
• Provide recommendations for enhancements and upgrades to the ServiceNow platform based on evolving business needs, technological advancements, and emerging best practices in service management.

Collaboration & Stakeholder Management

• Act as the key liaison between IT, business units, and vendors, ensuring clear communication and alignment on project goals, requirements, and timelines.
• Work closely with various functional teams to define requirements, deliver solutions, and address challenges in the service management process.

Leadership & Organizational Development

• Recruit, recognize, and cultivate high performers and expose them to create a robust second line of management.
• Recognize low performers and guide them to improve or release them.
• Treat subordinates equally without discrimination.
• Assess subordinates based on performance that leads to planned results.
• Ensure availability of delegation of authority matrix with sufficient delegations as per company policy.
• Develop the organizational structure according to current requirements, considering future and development plans.
• Ensure availability of job descriptions for all job roles and deployment.

Business Planning & Performance

• Transform corporate goals into business plans.
• Plan, follow up, and execute annual and development plans.
• Monitor plan performance and initiate action to strengthen results and take corrective action accordingly.
• Provide periodic work progress reports.
• Monitor and control budgets and expenses to achieve optimum cost efficiency.

Operations & Delivery

• Take full responsibility for operations as per the job description and required deliverables, considering general company guidelines.
• Anticipate problems and make necessary proactive steps to prevent them.
• Take necessary and proper timely decisions.
• Deliver required results in timely manner with required quality and cost.
• Make a tangible difference to the area of operation and exceed business expectations.

Business Process Improvements

• Develop and coordinate well-defined written systems, policies, and procedures.
• Seek automation opportunities.
• Navigate through IT solutions, especially those relevant to the role and business.
• Promote automated systems and their culture throughout the organization.

Quality & Compliance

• Uphold quality as a prime competitive advantage and act accordingly.
• Ensure a safe, secure, and legal work environment as per standard regulations.
• Adapt to new and alternative techniques, technologies, management structures, and business models.

Qualifications & Experience

• Bachelor Degree in Computer Science or any relevant field.
• 6 to 10 years of work experience.

Skills & Competencies

• Applications Development Standards and Procedures.
• Applications Knowledge.
• Applications System Analysis.
• Applications System Design.
• Applications Systems Architecture.
• Desktop Applications Knowledge.
• Desktop Distributed Applications Development.
• Help Desk Applications Support.
• Joint Applications Development.