IT Service Manager

2 tygodni temu

Katowice, Silesia, Polska Hitachi Vantara Corporation Pełny etat

Description

Hitachi Energy IT have initiated an IT Transformation program for the set up and migration to a new "stand alone" global IT environment. We are looking for a talented IT individual to be part of building and operating a new IT function equipped to meet our future needs.

As a ServiceNow Service Delivery Manager your role will be to ensure the effective delivery and support of ServiceNow services provided by external vendors.

If you are a motivated self-starter who has a passion for excellence and values education, integrity, innovation, and success, this is a role for you

Your responsibilities:

  • Oversee the delivery of ServiceNow services and ensure they meet the agreed service levels and quality standards
  • Generate and analyse service delivery reports to identify areas for improvement and provide regular updates to management on service performance and improvement initiatives
  • Act as the main point of contact for all ServiceNow-related issues and escalations
  • Ensure seamless service delivery by coordinating with various stakeholders, including internal teams and service providers
  • Liaise with the stakeholders to understand their needs and ensure ServiceNow services are aligned with business objectives
  • Conduct regular service reviews and gather feedback to improve service delivery
  • Analyse incident trends and implement proactive measures to reduce future incidents in collaboration with the service providers
  • Plan and manage ServiceNow releases, including testing, documentation, and deployment
  • Oversee the change management process for ServiceNow to ensure changes are implemented with minimal disruption
  • Lead and manage a team of ServiceNow Business Analysts as well as coordinate closely with delivery teams from the service providers
  • Ensure ServiceNow services comply with organizational policies and regulatory requirements (e.g. internal and regulatory controls)

Your background:

  • At least 8 years of experience managing service delivery within IT (minimum 3 years managing the delivery of ServiceNow services).
  • Degree in software engineering, computer systems, or similar.
  • In-depth knowledge of ServiceNow platform capabilities, modules, and best practices
  • Strong analytical skills to identify and resolve issues promptly
  • Experience in leading and motivating a team, manage conflicts, and foster a collaborative work environment
  • ITIL Foundation certificate required
  • Demonstrated experience in working collaboratively in geographically dispersed team.
  • Fluent spoken and written English, ability to formulate complex topics in everyday language.

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