ServiceNow Service Delivery Manager

Main Activities

• Manage the Design activities on BAU and Enhancements along with the dedicated Business Analysts (3 people)
• Identify the opportunity of any new product, add-on services or any other Silva application requirement & share with Product Development team.
• Provide the solution communications (e.g. the monthly release note communication, demo organization...)

Silva Adoption

• Support the Silva Framework adoption (Silva Processess, Silva Roles, Organization etc.).
• Promote the adoption of BAU Model post Silva deployment:

1. Best practices to raise the Silva Tickets through the Portal
2. Decrease the email communication related to ticket follow-ups (Make use of Channels - Tickets / Community).
3. Prepare and steer the Silva Monthly Release Meeting
4. Identify with the Business Analysts the enhancements impacting our customers; explain & detail the rational and impact on users

• Manage the daily and operational activities to ensure the BAU enhancements deliveries (3 to 4 Business Analyst to manage & coordinate)
• Act as a main Solution Design representative into the Silva Leads weekly meeting
• Support the ALM process adoption & improvement (Demand module)
• Support the AGO Programs & initiatives (MDM, Data Clean Up, ITSM process improvements…)

Support Customer Satisfaction

• Build Customer confidence on Silva, focusing on customer satisfaction, by ensuring that

1. The SLAs for Silva Incidents and Silva Requests assigned to the Solution Delivery team are being met
2. The enhancements are delivered on time, 'Target Delivery' date is being honored.
3. The pain points related to Silva are being addressed
4. Identified training needs related to Silva are being addressed

• Act as an escalation point for BAU & Enhancement tickets. In case of any escalations, e.g. liaise with Silva Demand Manager & BAU Manager to ensure that the client expectations are well understood and follow up till the delivery is done as per the agreed timeline.
• Identify bottleneck, impediments, matter for improvement and come up with a proposal on mitigation plan / corrective action.
• Engage with Silva Leads on regular basis, to understand the pain areas & note the open items. Attend to meetings with customers. Meeting frequency & agenda can be dependent on the ticket volume.
• Define the quality parameters associated with client satisfaction.
• Support the Silva Demand Manager & the Silva Customer Success Manager
• Silva Customer Satisfaction Survey to be sent to OpCo members, Key Users and other Key stakeholders once / twice a year.

Technical skills:

Minimum 5 years of experience working in ServiceNow

Soft Skills:

• Autonomy / Decision making
• Active listening
• Adaptability
• Curiosity

Servicenow, Alm, Itsm, Enhancements, BAU, Customer Satisfaction Survey, Solution Design