ServiceNow Service Delivery Manager at DXC Technology

Dubai, Dubai, United Arab Emirates

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Information TechnologyIndustries

Requirements

Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field (Master’s degree is a plus)
Minimum of 5 years of experience in IT service delivery or project management, with at least 3 years focused on ServiceNow
Proven experience in managing ServiceNow implementations and ongoing support
ITIL Foundation certification (required)
ServiceNow Certified System Administrator (CSA) and other ServiceNow certifications (such as ITSM, HR, CSM) highly desirable
Strong leadership and team management skills
Excellent client relationship management and communication skills
Proficiency in project management methodologies and tools
In-depth knowledge of ServiceNow platform, modules, and capabilities
Strong problem-solving and analytical skills
Strategic thinking and planning
Strong organizational and multitasking abilities
Attention to detail and commitment to quality
Ability to work effectively under pressure and meet tight deadlines
Collaborative and team-oriented mindset
Flexibility to work outside normal business hours to meet project deadlines or address critical issues

Responsibilities

Oversee the end-to-end delivery of ServiceNow solutions and services, ensuring they are delivered on time, within scope, and within budget
Manage and lead the ServiceNow delivery team, including developers, administrators, and business analysts
Ensure adherence to ITIL and other relevant best practices in service management
Serve as the primary point of contact for clients regarding ServiceNow services and support
Build and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction with ServiceNow services
Conduct regular service review meetings with clients to discuss performance, improvements, and future needs
Lead and manage ServiceNow implementation projects, including planning, execution, monitoring, and closing phases
Develop and maintain project plans, schedules, and budgets
Ensure effective communication and coordination among project stakeholders
Implement and monitor quality assurance processes to ensure the delivery of high-quality ServiceNow solutions
Identify opportunities for service improvements and implement changes to enhance service delivery
Conduct post-implementation reviews and lessons learned sessions to continuously improve service delivery processes
Provide leadership, mentorship, and development opportunities to the ServiceNow delivery team
Conduct regular performance reviews and provide constructive feedback
Foster a collaborative and high-performing team culture
Monitor service performance metrics and ensure adherence to Service Level Agreements (SLAs)
Prepare and present regular service performance reports to clients and senior management
Proactively identify and resolve service issues to minimize disruptions and maintain service quality

Skills

Key technologies and capabilities for this role

ServiceNowITILProject ManagementService DeliveryClient Relationship ManagementSLA ManagementTeam LeadershipQuality Assurance

Questions & Answers

Common questions about this position

What experience is required for the ServiceNow Service Delivery Manager role?

Minimum of 5 years of experience in IT service delivery or project management is required, with at least 3 years focused on ServiceNow, including proven experience in managing ServiceNow implementations and ongoing support.

What certifications are needed for this position?

ITIL Foundation certification is required, and ServiceNow Certified System Administrator (CSA) along with other ServiceNow certifications such as ITSM, HR, CSM are highly desirable.

What is the salary or compensation for this role?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What kind of team culture does DXC Technology foster for this role?

The role involves fostering a collaborative and high-performing team culture, providing leadership, mentorship, and development opportunities to the ServiceNow delivery team.

DXC Technology

IT services for enterprise modernization and management

About DXC Technology

DXC Technology provides IT services to large enterprises, focusing on modernizing their critical systems and operations. The company uses the Enterprise Technology Stack to enhance IT infrastructure, optimize data architectures, and ensure security across various cloud environments, including public, private, and hybrid. DXC operates on a contractual basis, offering consulting, system integration, and managed services to help clients improve their IT operations. What sets DXC apart from competitors is its strong commitment to innovation, sustainability, and corporate responsibility, which has earned it recognition as one of the Most Responsible Companies. The goal of DXC Technology is to be a trusted partner for enterprises, helping them achieve scalable and secure IT solutions while promoting inclusion and diversity within its workforce.

McLean, VirginiaHeadquarters

2017Year Founded

$14.6MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Risks

Emerging IT service providers offer cost-effective solutions, threatening DXC's market share.

Rapid technological changes may outpace DXC's innovation, risking service obsolescence.

Economic downturns could reduce IT spending, impacting DXC's long-term contract revenue.

Differentiation

DXC Technology is a Fortune 500 global IT services leader.

The company specializes in modernizing mission-critical systems for large enterprises.

DXC's Enterprise Technology Stack ensures security and scalability across cloud environments.

Upsides

DXC is recognized as a leader in the 2024 Magic Quadrant for Outsourced Digital Workplace Services.

The Quercus AI platform collaboration with Ferrovial and Microsoft enhances DXC's innovation capabilities.

DXC's role in transforming Italy's healthcare sector showcases its expertise in digital transformation.

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