ServiceNow Delivery Manager – Configuration

7 dni temu

Kraków, Lesser Poland Seargin Pełny etat

Mission Statement

The ServiceNow Delivery Manager is responsible for governing and maturing IT Configuration & Asset Management processes, driving CMDB health improvement, coordinating ServiceNow-related deliveries, and ensuring alignment with CSDM and ITIL best practices. The role leads stakeholder engagement, service request execution, compliance activities, and continuous improvement initiatives across IT Service Lines.

Requirements 'must have':

Technical & Process Skills:

  • Strong understanding of ITIL processes, especially Configuration and Asset Management.
  • Familiarity with ServiceNow CMDB, CSDM, Discovery, and ITOM from a management perspective.
  • Ability to interpret data quality reports and guide technical teams to resolutions.
  • Understanding of IT operations, infrastructure, and service delivery models.
  • Leadership & Management Skills
  • Strong ownership, leadership, and decision-making abilities.
  • Excellent stakeholder management across technical and business teams.
  • Ability to drive change, influence behaviors, and manage cross-functional initiatives.
  • Strong organizational skills and attention to detail.

Analytical Skills:

  • Ability to analyze performance data, identify gaps, and propose improvement actions.
  • Comfortable leading root cause analysis sessions and improvement plans.

Qualifications
:

  • ITIL Foundation certification – required.
  • Additional ITIL intermediate certifications are an advantage.
  • ServiceNow-related certifications (e.g., CMDB, CSDM, or System Administrator) – a plus.

Experience
:

  • Minimum 5 years of experience in IT coordination, Service Management, or delivery roles.
  • Proven track record managing Configuration & Asset Management or similar ITIL practices.
  • Experience working with ServiceNow platforms and multi-stakeholder environments.

Key Responsibilities:

Process Development & Governance:

  • Define, mature, and govern Configuration & Asset Management processes and procedures.
  • Develop and maintain standard operating procedures for asset lifecycle, CI management, and compliance.
  • Ensure alignment with ITIL standards and organizational policies.
  • Oversee adherence to Configuration Management controls across IT Service Lines.

CMDB Strategy & Data Quality Oversight:

  • Oversee CMDB population, maintenance, and quality management activities.
  • Lead regular data audits and drive corrective actions across teams.
  • Coordinate integration and onboarding with Discovery and other data sources.
  • Ensure CMDB model alignment with CSDM and enterprise architecture direction.

Service Request & Delivery Management:

  • Define and govern the Service Catalog for Configuration Management services.
  • Ensure timely execution of configuration-related service requests within agreed SLAs.
  • Collaborate with ServiceNow Developers and ITOM/ITAM teams to enhance service automation.

Performance Monitoring & Reporting:

  • Track and improve KPIs related to CMDB health, SLA compliance, and asset accuracy.
  • Conduct monthly/quarterly reviews with Service Lines and Product Groups.
  • Communicate progress, risks, and improvement initiatives to management.

Stakeholder Engagement & Training:

  • Build strong partnerships with Service Lines, Architecture, IT Operations, and Delivery teams.
  • Promote awareness and adoption of Configuration & Asset Management best practices.
  • Deliver training, awareness sessions, and coaching to operational teams.
  • Serve as the escalation point for CMDB governance and process-related issues.

Compliance & Audit Support:

  • Support internal and external IT audits related to Configuration & Asset Management.
  • Prepare required reports, metrics, and process documentation.

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