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ServiceNow Global Delivery Head

3 months ago

Tampa, United States ProV International Full time

Please send your updated resume to vinothkumar.v@provintl. com


About Us:


ProV is an award-winning global technology consulting firm. Specializing in IT strategy, advisory, implementation, management, and optimization. Our proven technology solutions not only improve operations but provide better business outcomes and results.

We specialize in: Cloud Technology, IT Strategy & Advisory, Software Implementation, Business Process Optimization, and Intelligent Operations.


Job Title: ServiceNow Global Delivery Head (Any ERP experience is preferred.)

Location: Tampa, FL (Remote)

Duration: Full Time

Direct Hire with ProV International, Inc


Essential Functions of the Job:


  • Manage the functional area in ServiceNow ITSM and ITOM, gained through a combination of program delivery / implementation, and support.
  • Manage the delivery of services to the IFS / ServiceNow user community from a functional perspective.
  • Manage implementation and support with IFS ERP.
  • Manage the functional resources of the delivery team in terms of resource planning, demand management, and the prioritization of workload.
  • Manage stakeholders across the IT services landscape regarding the operational support of the solution, with a particular focus on technical integration, including interfaces between impacted and/or dependent applications.
  • Collaborate with process leads to develop process-specific portfolios and demand plans for the relevant functional areas of the IFS / ServiceNow solution and take prime responsibility for the delivery of service requests, maintenance requests, and enhancement requests.
  • Collaborate with the consultants regarding the viability of business requirements and the potential impact on the global template.


Analytical/Decision Making Responsibilities:


  • Make informed judgments and take appropriate action regarding issues which may potentially impact the quality of services.
  • Analyze requirements from the business and take appropriate steps to define action plans which are detailed, meaningful and set expectations appropriately with the business
  • Analyze service performance based on data provided, interpret the data to determine the quality of the service, and validate this against the user perception of the service
  • Determine when it is appropriate to escalate, and use judgment and experience to determine the most effective course of action
  • Engage and collaborate with the stakeholders across business and IT, using personal experience and judgement to define tailored approaches to dealing with specific stakeholders, setting expectations appropriately and building trust and confidence.

Knowledge and Skills Requirements:


  • Manage demanding customers fairly and effectively
  • Manage service delivery performance and compliance through agreed metrics and service levels
  • Commercially astute with strong negotiation and management skills
  • Ability to communicate effectively across a complex and diverse group of stakeholders
  • Should be able to prepare, manage and own Proposals, SOW’s and Contracts.
  • Understand the timeline for resource estimation


Supervisory Responsibilities:


  • Able to act independently, seeking consultation guidance and advice as appropriate
  • Actively develops team members and direct reports by providing day-to-day guidance, feedback and on-the-job coaching
  • Able to prepare Project performance reports, take part in Project Status Mtg’s and will work closely with other regions and Practice Heads.
  • Responsible for compliance with performance management objectives
  • Mentors and counsels team members
  • Will report to Global Head and will be answerable to him.


Other Requirements:


  • Ability and flexibility to work in a virtual environment across multiple time zones
  • Flexibility to work non-standard hours in supporting global production systems.


Experience Required:


  • 12 to 15 years of professional experience are required.
  • Minimum of 4-5 years of experience in ServiceNow tool.
  • ServiceNow and any ERP global delivery project experience are a must.
  • Experience with relevant functional area in ServiceNow ITSM and ITOM, gained through a combination of program delivery / implementation and support.
  • Knowledge in ITBM, CSM and FSM are added advantages
  • Should have implementation and support experience in any ERP (preferably IFS) and must have executed / managed multiple projects concurrently.
  • Significant experience of developing and managing plans and planning demand in line with business priorities
  • Direct experience in managing project staff and project budgets in collaboration with Practice Heads.
  • Relevant experience from both an implementation and support perspective
  • Significant awareness of the future direction for ServiceNow in the relevant functional area
  • Strong service management experience with good awareness of ITILv3


Certification:


  • Any certifications in ServiceNow or IFS or any ERP will be an added advantage.