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.

Key Skills

Education

ANY GRADUATE