Description

You will lead the ServiceNow functional delivery, managing resources and stakeholder expectations across the IT services landscape.

Responsibilities

• Manage functional delivery resources, including resource planning, demand management, and workload prioritization.
• Collaborate with process leads to develop portfolios and demand plans for service requests, maintenance, and enhancements.
• Partner with consultants to assess business requirement viability and potential impacts on global templates.
• Oversee service delivery performance and compliance against agreed metrics and service levels.
• Develop team members through day-to-day guidance, coaching, and performance management.
• Manage stakeholders regarding operational support and technical integrations between dependent applications.

Required Skills

• 6-7 years of experience working with the ServiceNow tool.
• Deep practical knowledge of ITSM and ITOM.
• Hands-on experience with ITILv3 or ITILv4 frameworks.
• Functional understanding of ITBM, CSM, and FSM.
• Technical knowledge of Asset Management, CMDB, and SAM Pro.
• Experience managing staff, budgets, and resource estimation timelines.
• Proven ability to manage complex stakeholder relationships and negotiate effectively.
• Ability to work across multiple time zones and support global production systems.

Key Skills

Education

ANY GRADUATE