ServiceNow Service Delivery Manager, Managed Services

ServiceNow Service Delivery Manager, Managed Services

Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today.

As a ServiceNow Service Delivery Manager with Konversational, you will be responsible for service delivery for our customers, and for creating top-class experiences for both our customers and our awesome technical teams.

Konversational is a boutique consultancy which delivers a new level of customer experience expertise that helps brands accelerate their digital transformation, through the ServiceNow platform.

Why work with us?

We work hard but try not to take ourselves too seriously. We are passionate about customer experience, we have high expectations, and it’s an incredibly exciting time to join our team as we scale.

In order to be successful in the role, you must have:

• Experience with supporting/implementing ServiceNow projects – 3 years.
• Experience working with Agile Methodology – 2 years.
• Project Management certified: PRINCE2/ PMP.
• ITIL V3+ Certification

Things you will do day-to-day:

Service Management

• Monitoring and managing of all assigned Managed Service Contracts to ensure optimal service delivery.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
• Taking ownership of critical incidents and escalations, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Developing a deep understanding of all assigned Managed Service Contracts to gain insights into the scope of service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Analysing third-party as well as internal processes, and creating strategies for service delivery optimisation.

Performance and Quality Management

• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
• Providing accurate and regular reporting to the customer and internal management on performance of the service delivery.
• Management of assigned resources, coaching and mentoring including input to performance reviews.
• Building strong relationships with customer and internal teams and stakeholders to enable effective dialogue exchange.
• Manage the Engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials.
• Prepare all customer facing and internal deliverables such as resource plan, issues/risk register and monthly service reports.
• Document and follow up on project issues and action items.
• Develop and maintain issue logs, tasks, etc.

Technical Perception

• Supervising Managed Services team to facilitate continual improvements in the technical delivery of service and for tactical and strategic recommendations to the customer.
• Collaborating with Architects to set standards for technical service delivery and ensuring new release features are understood and promoted to the customer.
• Making sure that application updates and patches are applied effectively and promptly each month.
• Enabling high-level performance benchmarks for all contracts.

Customer Surveys:

• Responsible for customer satisfaction throughout the engagement cycle.
• Brief customer on the survey process and our expectations throughout the engagement.

Resource Management:

• Submit and manage resource requests in a timely manner where practical.
• Work with team to adjust and prioritise resource requests as required by the business demand.
• Provide constructive direct and indirect feedback on engagement resources.
• Day to day leadership and management of the delivery team assigned to the engagement.

Business Development:

• Manage relationship with client and identify any areas for upsell (additional business) to the account manager in a timely manner.
• Drive standardisation and knowledge sharing across team.
• Regularly input into Konversational best practice and knowledgebase to ensure consistency across implementations.
• Drive the continuous improvements of our methodology and service offerings based on client experiences.

Team Development:

• Provide guidance throughout employees' developmental processes.
• Mentor and coach team members to achieve the engagement's deliverables and promote the customer's desired results.
• Employ a variety of activities and approaches to employee development.
• Provide post-project constructive direct and indirect feedback on project resources to Konversational leadership team and relevant individuals.
• Ensure that team members progress in fastest and most efficient manner.
• Takes ownership of one (1) area of the Konversational ServiceNow Delivery Methodology Process and successfully updates, implements improvements and actively manages the ongoing maintenance of this area within the review period.

The competences that are deal breakers for this role:

Customer Focus:

• Responsible for the Engagement to prioritise the involvement of other Consultants involved in the Engagement and manage risks and issues of a technical nature to a successful conclusion.
• Liaises between services team and other departments within Konversational to ensure successful delivery of engagements and to feedback consolidated field experience.

Solution Management:

• Assist in defining the appropriate solution architectures which provide the business benefit expected by the customer and make best use of ServiceNow's products.
• Demonstrates accountability for the technical success of all engagements within remit.

Sharing knowledge:

• Actively listens, respecting others' point of view and takes ownership of contributing the required input whilst demonstrating strong communication skills (written, interpersonal and presentational), clarifying own understanding and that of others.

Learning Agility:

• Maintains an understanding of the wider technical environment sufficient to provide contextual advice to Technical Consultants in respect of the end-to-end business solution.

Life at Konversational

We are a rapidly scaling boutique consultancy and offer the chance to work alongside top tier colleagues, along with opportunities to push your own limit.

Most importantly, we treat our people equally, fairly and give them the freedom and autonomy to make an impact at work and ultimately to brands across the globe as we build the future together.