Description
You will lead the functional delivery and resource management for ServiceNow service modules.
Responsibilities
- Manage the delivery of services to the ServiceNow user community from a functional perspective.
- Own functional resource planning, demand management, and workload prioritization for the delivery team.
- Collaborate with process leads to develop portfolios and demand plans for service, maintenance, and enhancement requests.
- Manage stakeholders across the IT Services landscape, focusing on technical integration and application interfaces.
- Directly develop team members through day-to-day guidance, feedback, coaching, and mentorship.
- Analyze service performance data to determine quality and validate against user perception.
- Assist in preparing and tracking budgets while ensuring compliance with performance management objectives.
Required Skills
- 6+ years of experience working with the ServiceNow platform.
- Deep and practical knowledge of ITSM and ITOM.
- Hands-on experience with Asset Management, CMDB, and SAM Pro.
- Strong understanding of ITILv3 or ITILv4 frameworks.
- Proven experience managing staff, budgets, and resource estimation timelines.
- Ability to analyze business requirements and define detailed action plans.
- Strong negotiation, management, and stakeholder communication skills.
- Capacity to work in a virtual environment across multiple time zones and non-standard hours.
Preferred Skills
- Practical knowledge of ITBM, CSM, and FSM.