Servicenow Delivery Manager

8 months ago

Riyadh, Saudi Arabia DXC Technology Full time

**Responsibilities**:

- This role is an integral part of both account planning and technical consulting
- You are exceptional at delivering support strategies, working to proactively monitor problems, change processes, and handle issues to ensure our customers success with the platform
- You can proactively instill a culture where execution perfection is the norm, automation is encouraged, and client satisfaction is the ultimate measure of success
- Executing the strategy and the delivery of operational services solutions that support enterprise customers in their journey to ServiceNow adoption and expansion
- Quarterbacking planning, prioritization roadmapping, development, and operations for a team providing support for Cask clients
- Identifying appropriate resource skills and managing resource plans in alignment with the roadmap and budget
- Ensuring that Cask is meeting our contractual obligations through measurement of key KPIs, while tactfully avoiding duties outside the scope of our contractual obligations
- Takes ownership of the overall quality for the services provided by the Cask team
- Supporting all efforts to simplify and enhance the customer experience
- Establishing, tracking, analyzing, and reporting metrics aligned with Client Success goals for client satisfaction and retention
- Establishing a trusted platform advisor relationship with clients and drive continued value of our products and services
- Navigating internal resources on account escalations to drive resolution
- Guiding staff to be self-motivated with the ambition to problem-solve, learn, and create their own mechanisms for resolving issues and, most importantly, communicating effectively with the ability to thrive in a team environment
- Act as an escalation point-of-contact for all account issues
- Ensuring all Cask technical standards and quality control process have been implemented, understood, and executed by the team
- Multi-tasking and solving multiple issues simultaneously in a high stress environment
- Coaching and mentoring teams to ensure personnel are working customer requests as efficiently and accurately as possible in a team oriented professional culture
- Reviewing, enhancing, and establishing standard operating procedures to improve service delivery
- Providing thought leadership and problem-solving input for Cask and our customers, and driving cross-functional relations with all departments at Cask
- Creating a learning organization focused on improving team execution, capability, and morale
- Provides ServiceNow platform expertise to support customer’s ongoing work on the platform
- Coordinate the flow of information between clients and technical support teams in order to facilitate work
- Facilitates planning and prioritization sessions with clients to drive value and ensure continual team utilization
- Build and review weekly and monthly status reports on a consistent basis

**Qualification**:

- Hands on technical experience in developing, implementing and/or maintaining ServiceNow platforms
- Solid experience with ServiceNow
- Experience working in an Agile/Scrum environment preferred
- Experience managing account financials
- Demonstrated ability to consult and support technical solutions (providing options with pros, cons and risks) while providing assistance in solving business processes and/or technical problems

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