ServiceNow Operations Manager

ServiceNow Operations Manager

Job Location: McLean, VA

Need candidates who are Local to McLean OR willing to relocate to McLean.

Work Model: Onsite from Day1 - Hybrid (3 days onsite, 2 days remote)

Role Overview:

Service Management Operations Lead, a self-driven individual who would be accountable for managing & driving development & operations of one or more ServiceNow platform applications.

Examples could be to implement various ITIL® processes utilizing tools like ServiceNow® etc., service catalog transformation, event management and ITOM implementations, continuous service improvement, dashboard and metrics reporting via ServiceNow performance analytics.

Key Skills:

Process reengineering

Establishing best practices

Performance Analytics

Integrations

ITAM/HAM/SAM

HRSD/CSM/IRM

ITSM/SPM

Certifications: ITIL V3 (expert or professional) V3 and above / CSA preferred.

Presale Accreditations

Atleast 2+ years of Presale experience

Lead a team of 10+ members. Job Description:

Collaborating with stakeholders to assess project requirements, review strategies, Drive decision, implementation and governance.

Managing 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.

Handling commercial acumen i.e., Estimation, Budgeting, Earned Value Analysis, Maintaining GM & OI at Program Level with alignment and understanding of contracts.

Maintaining strong business communication, presentation and conflict management

Maintaining and delivering quality metrics, burn down charts, progress and status reporting at Portfolio Level

Managing relationships & status reporting within the organization, with clients & applicable third parties

Managing 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, co-ordinate rollouts or installations, or professional services

Scope (requirements)/ backlog management, quality management and risks and issues management

Driving 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

Desired Skills/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 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 amount 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