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ITSM ServiceNow Delivery Lead

3 months ago

Marlborough, United States Cognizant Full time

ITSM ServiceNow Delivery Lead

Location: Marlborough- MA, USA, (hybrid)

We are looking for ITSM ServiceNow Lead for an immediate need. This is a client-facing role & the candidate will have regular interactions with various client managers.

***This is a hybrid position, and the candidate is expected to be in office 2 days a week, thus should be ready to relocate if not local to the location- Marlborough- MA, USA.

We are seeking an experienced Delivery Manager with 15 to 17 years of experience to join our team. An ideal candidate will have extensive expertise in ServiceNow and ITIL V4 with a solid background in managing IT services and operations. This role involves supervising the delivery of high-quality IT services, ensuring alignment with business goals and driving continuous improvement. The candidate will play a critical role in enhancing our IT service management capabilities and contributing to the team.

Roles & Responsibilities:
  • Supervise the implementation and management of ITSM and ServiceNow platforms.
  • Lead cross-functional teams to ensure effective service delivery and client satisfaction.
  • Foster strong client relationships, acting as the main point of contact for project and service inquiries.
  • Drive continuous improvement initiatives to enhance service quality and efficiency.
  • Lead and mentor team members, promoting a culture of learning and professional growth.
  • Coordinate with various partners, including internal teams and client teams, to ensure alignment with business objectives.
  • Monitor and report on project progress, financials, and key performance indicators.
  • Ensure compliance with company policies, industry standards, and regulatory requirements.
  • Facilitate standard methodologies within the team to optimize performance.
  • Lead the strategic planning and execution of ServiceNow Digital Portfolio Management to align IT projects with business objectives.
  • Guide in ServiceNow Knowledge Management to improve knowledge sharing and reduce incident resolution times.
  • Drive the adoption of ServiceNow Account Payable Ops to streamline financial operations and improve efficiency.
  • Use ServiceNow Experience Design to enhance user experience and drive user adoption of IT services.
Qualification and Mandatory skills:
  • 12-15 years of total IT experience with minimum 10 years of ITSM, Client Management and Project Management experience.
  • ITSM- 10 years’ experience.
  • Strong Client Management experience is a must.
  • ServiceNow- a minimum 5 years’ experience required.
  • Possess hands-on Project Management skills and coordinate multi-functional across teams and client partners.
Technical Skills requirements:
  • ServiceNow Strategic and Digital Portfolio management
  • ServiceNow Discovery ITIL V4 experience
  • ServiceNow Account Payable Ops
  • ServiceNow CMDB / CSDM
  • ServiceNow CSM
  • ServiceNow
  • ServiceNow FSM ServiceNow ITSM
  • ServiceNow Knowledge management

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

  • Medical/Dental/Vision/Life Insurance
  • Paid holidays plus Paid Time Off
  • 401(k) plan and contributions
  • Long-term/Short-term Disability
  • Paid Parental Leave
  • Employee Stock Purchase Plan

Disclaimer: The benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Why Cognizant?

  • Collaborate with a community of experts to enhance and expand your skills.
  • Join a team where global culture adopts diversity of thought and background.
  • Find balance with our hybrid model that prioritizes your health, safety and well-being.
  • Opportunity to work for leading global companies while advancing your career.