Manager of Technology Services Delivery - ServiceNow

Position Summary: 

The Manager of IT Service Delivery leads a tactical team of engineers which deliver the functionality, availability, security and continuity of technical systems aligned to a respective customer cohort (Business Unit, BU). This role is focused on building an effective, highly performing team which shares in the success and challenges of their BU. The goal of the team is to provide maximum value from technology solutions while assuring the best customer experience.

Personal Contribution:

The manager, working closely with the Technology Services Delivery Director, manages the talent, including the team composition, skill sets, performance, and appropriate coverage both physical and remote needs for geographic locations. A primary function of the manager is to develop and improve team members.

Essential Responsibilities:

• Team Development and Support - Perform full range of managerial duties for employees supervised, including recruitment, compensation planning, performance reviews, and 1:1’s; fostering a collaborative and results-oriented work culture. Supporting the professional growth and well-being of team members is important for maintaining morale and productivity and is the Manager primary responsibility. This includes providing mentorship, resolving conflicts, and facilitating training opportunities to enhance skills and capabilities. 

• Team Performance – It is critical to our success that we recognize the value of our team’s commitment and contribution. The Manager will leverage Key Performance Indicators (KPIs), customer survey feedback, and other metrics to build an effective, highly performing team.

• Continuous Improvement – Change is driven by the team. The Manager will lead appropriate ceremonies for the team to surface opportunities for improvement. The Manager’s role is to remove barriers/blockers, support the reduction of toil and ‘tech debt’. Coordinate the support and improvement related to audit requests and findings, adjusting current priorities as needed. Continuously seek opportunities to improve team and individual performance.

• Quality Assurance - Ensuring the quality of deliverables is a key responsibility. The Manager will work closely with the Services Operations Director and IT Service Delivery Director to ensure our teams are meeting our service level objectives. They will identify and communicate risk or resource constraints to Product Manager(s) and resolve collaboratively. Maintain a robust reporting mechanism to track IT performance metrics, ticket resolution, and customer feedback. Create regular reports and dashboards for senior management, including asset cataloguing, tracking, deployment, and inventory management.  Provide insights into IT operations and identify opportunities for process optimization leveraging data-driven insights.

• Personal Development: Drive your own personal development and performance improvements by participating in learning paths on Elev8, taking part in Pax8 L&D programs, receiving peer or manager coaching, taking on stretch projects or on- the-job training.

Ideal Skills and Experience:

• At least five (2) years of experience in ServiceNow development, configuration, and administration, with at least two (5) years of experience in a managerial or team leadership role.

• Substantial technical experience and demonstrated people leadership.

• Strong leadership skills

• Strong critical thinking and decision-making skills.

• Experience using the Atlassian suite and its reporting functionalities.

• Strong written and verbal communication skills are essential. Must be comfortable with face-to -face customer interaction and possess the ability to explain technical topics in everyday language.

• Ability to adapt to change and update processes/procedures to accommodate

• Ability to gain the confidence and trust of others through honesty, integrity, and authenticity

• Ability to plan and prioritize work to meet commitments aligned with organizational goals

• Committed to continual personal development

• Excellent verbal and written communication skills with the ability to communicate at all levels

Role Competencies:

Knowledge and Skill- Practical knowledge in leading and managing execution; has advanced knowledge and skills within discipline

Problem Solving- Problems are difficult and may impact multiple departments or specialties

Organization Impact- Autonomy over day-to-day operational tasks with high-level guidance from Directors+; may manage certain processes within a defined budget; manages a team with focus on policy and strategy implementation. Building partnerships and working collaboratively with others to meet shared objectives.

Communication & Influence- Communicates with parties within and outside of own job area, which may include external clients or vendors depending upon the job division. Uses compelling arguments to gain support and commitment of others.

Builds Effective Teams- Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals

Required Education & Certifications:

• At least 5 years of technology management experience

• Bachelor’s degree in computer science, Information Technology, Engineering Technology, Systems Engineering or related field

• Experience working in Slack, Teams, and ServiceNow

• ServiceNow Certification: ServiceNow Certified System Administrator (CSA) and other relevant ServiceNow certifications are highly desirable.

Compensation:

• Qualified candidates can expect a salary beginning at $115,000 or more depending on experience

Expected Closing Date: 10/25/2024

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