Manager, IT Delivery

Empresa : Scenic Tours Europe Ag

Descrição do Emprego - Manager, IT Delivery

Scenic Luxury Cruises and Tours is seeking an experienced Manager IT Delivery to lead our IT service management function, with a strong focus on owning and evolving our ServiceNow platform. Based in Porto and reporting to the Director, IT Delivery, this role is pivotal in ensuring high-quality, efficient, and customer-focused IT services across our global operations.[
About Scenic

Global leader in luxury cruises and touring, renowned for innovation and exceptional guest experiences.
Committed to quality, sustainability, and premium service across land and sea journeys.

The Opportunity

Lead IT service delivery, embedding ITIL-aligned practices that support business objectives and a customer-focused culture.
Act as the primary steward of the ServiceNow platform, ensuring it underpins efficient, scalable and secure IT operations.

Key Responsibilities

Provide strategic leadership for IT service management, driving consistency, best practice and continuous improvement.
Own ServiceNow administration, enhancement and optimisation, including roadmap, configuration, integrations and new capabilities.
Manage day-to-day IT support and service desk operations, ensuring SLAs, customer satisfaction and effective incident and request management.
Develop and maintain service documentation, workflows and escalation paths within ServiceNow.
Produce and present reports and dashboards on IT service performance and ServiceNow utilisation, using insights to drive improvement.
Coordinate vendors and service providers, particularly for ServiceNow and broader IT support solutions.
Lead, mentor and develop IT support and ServiceNow administration staff, fostering collaboration and knowledge sharing.

ServiceNow – Key Requirement

Lead end-to-end ownership of ServiceNow, including platform governance, configuration, module rollout and optimisation.
Partner with stakeholders to translate service management needs into effective ServiceNow solutions and workflows.
Ensure platform performance, security, scalability and alignment with ITIL processes such as incident, request, change and problem management.

About You

Tertiary qualifications in IT, Computer Science or related field.
Minimum 5 years’ experience in IT service delivery or support management, including hands-on ServiceNow platform experience.
Strong grounding in ITIL practices; certification is highly regarded.
Proven leadership of distributed support teams and vendor relationships.
Skilled in IT service management, reporting and analytics, with a proactive, customer-focused and collaborative working style.

If you are passionate about leveraging ServiceNow to elevate IT service delivery in a dynamic, global environment, we would love to hear from you.

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Scenic Tours Europe Ag

Cruise the world's rivers and oceans with peace of mind. Experience ultra-luxury cruising with enhanced safety and comfort. Get complimentary 2024 & 2025 brochures.

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Manager, IT Delivery

Descrição do Emprego - Manager, IT Delivery

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