Service Delivery Manager

Role Overview

• Ensure high-quality service delivery to customers through effective management of tools, operations and processes
• Works with service desk leadership to ensure customer needs are known and assists with escalations and execution
• Works with the ServiceNow team to ensure customer request for enhancements, defects, and maintenance of the platform are being performed efficiently
• Work with ServiceNow development team on projects, ensuring alignment with business strategy and successful delivery
• Tracks KPIs, manages SLAs, conducts service reviews, and ensures continuous service improvement
• Acts as a liaison between customers and our IT teams, vendors, and leadership, managing expectations and communication
• Gathers requirements to write agile stories that effectively and efficiently capture needs and functionality
• Leads, mentors, and manages IT staff in an Agile environment, fostering a team-oriented, problem-solving environment
• Works to implement ITIL best practices, drives automation, and optimizes processes for efficiency
• Assists with the development of policies and procedures and ensures their conformance with goals and objectives
• Assists customers by working with our IT teams to ensure the development and administration of schedule and performance requirements
• Keeps well-informed of new technologies and industry best practices and trends and then plans and advises for implementation
• Manages customer relationships
• Provides guidance and solutions to ensure customer needs align with strategic initiatives

Requirements

• Education: High school diploma required or AA or Bachelors degree
• Experience: 12+ years with High School Diploma or 10+ years with Associates degree or 8+ years related experience with Bachelors degree
• Required Skills: Experience with ServiceNow, including ITSM, ITAM, CMDB, Request Management, and workflows
• Strong understanding of ITSM principles and ITIL v4 processes
• Demonstrable experience in Agile/Scrum methodologies
• Ability to lead, build Agile teams, resolve conflicts, and drive results
• Excellent communication and interpersonal skills for technical and business discussions
• Keen Familiarity with contact center operations
• Knowledge of Automatic Call Distribution (ACD) systems
• Ability to read, write, and improve knowledge articles and the entire Knowledge Management lifecycle
• Strong analytical thinking and problem-solving skills
• Ability to both translate business and user needs to technical specifications and translate highly technical specifications into clear, non-technical requirements

Tech Stack

• ITSM
• ServiceNow

Benefits

• Comprehensive benefits and wellness packages
• 401K with company match
• Paid time off
• Full-flex work week