Service Management Operations Lead

Job Title : ServiceNow Operations Manager with ITOM

Location : McLean, VA (Hybrid)

Job Type : Contract

Job Description:-

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.

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