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ServiceNow Operations Manager

1 month ago

Dinan, Bretagne, United States Futran Tech Solutions Pvt. Ltd. Full time
Job Title: ServiceNow Operations Manager

About the Role:
We are seeking a highly skilled ServiceNow Operations Manager to join our team at Futran Tech Solutions Pvt. Ltd. The successful candidate will be responsible for managing and driving the development and operations of one or more ServiceNow platform applications. This is a fantastic opportunity for a self-driven individual who is passionate about ServiceNow and wants to make a real impact in our organization.

Key Responsibilities:
  • Collaborate with stakeholders to assess project requirements, review strategies, drive decision, implementation, and governance.
  • Manage several key/strategic projects at any given point in time, preferably for ITSM, ITOM, etc.
  • Stakeholder Management (internal/client) up to the Director/VP career stage while ensuring high levels of client satisfaction.
  • Handle commercial acumen, including estimation, budgeting, earned value analysis, maintaining GM & OI at Program Level with alignment and understanding of contracts.
  • Maintain strong business communication, presentation, and conflict management.
  • Maintain and deliver quality metrics, burn-down charts, progress, and status reporting at Portfolio Level.
  • Manage relationships & status reporting within the organization, with clients & applicable third parties.
  • Manage internal and external dependencies for the projects/program.
  • Create and track a plan to deliver the program goals, including the technical implementation plan.
  • Manage dependencies across platform and technology teams to deliver transparency and visibility for key deliverables.
  • Build positive relationships with supplier partners & external stakeholders to deliver software, coordinate rollouts or installations, or professional services.
  • Scope (requirements)/backlog management, quality management, and risks and issues management.
  • Drive continuous improvement, defect prevention/change journeys as part of a delivery engagement.
  • Create & manage end-to-end program plans.
  • Experience in managing large teams and comfortable working in a matrix organization.
  • Manage overall program schedules, budget, resources, etc.
  • Accountable for end-to-end delivery of overall program.
  • Accountable & lead to deliver agreed solutions with agreed quality.
  • Manage overall program risk tracking process.
  • Monitor and manage overall program scope.
  • Foster partnership with customers/stakeholders/sponsors.
Requirements:

• 10-12 years of experience in ServiceNow operations/program/project management experience in IT, out of which at least 3-4 years of ServiceNow support operations experience.

• ITIL or ITSM certifications preferred.

• Strong skills in metrics/SLA and reporting various other metrics via ServiceNow performance analytics.

• Exposure to Service Management tools like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM, or any other equivalent industry-standard ITSM tool (ServiceNow or Summit is preferred).

• Detail-oriented.

• Thrives in a collaborative environment.

• Strong oral and written communication skills with the ability to communicate technical information in non-technical language.

• Proven people management skills for 10+ team size.

• Ability to work with all levels of client and internal resources.

• Ability to organize, delegate, and leverage resources to accomplish objectives.

• Supervisory skills and the ability to leverage support from other parts of the organization.

• Experience of performing large amounts of data analysis.

• Business & IT strategy experience.

• Customer-focused mindset.

• Strong customer service orientation.

• Passion for analyzing problems, designing creative solutions.

• Close attention to detail and accuracy.

• Deadline-driven and results-oriented.

• Flexible attitude and ability to interact with a diverse business user community and changing environment; comfortable with and excited about being part of the driving force behind organizational change management.