Service delivery manager, ServiceNow

4 hours ago

Malaysia Ambu Full time 60,000 - 120,000 per year

Purpose of the position: 

Overall, the purpose of a ServiceNow Service Delivery Manager is to ensure that IT services are delivered in a way that meets or exceeds business expectations, while continuously improving service processes and maintaining strong cross-function relationships.

The naming of the job title follows the ITIL roles and responsibilities.

This position is a Global position and individual contributor.

The objectives of Service Delivery Manager are:

  • Ensure that the tool supports the processes as efficiently as possible.
  • Ensure that the tool creates the greatest possible benefit for the employees.
  • Ensure that the tool runs stably and safely in operation.
  • Ensure that improvement activities are coordinated across the processes.
  • Ensure that changes to the tool are carried out efficiently and within the framework of IT security.
  • Ensure that the system basis for KPI and reporting is present.
  • Ensure that user access, rights and licenses are maintained.

Areas of
responsibility :

  • Ongoing dialogue with the Process Owner and Process Managers regarding the functionality of the tool
  • Prioritize change proposals in collaboration with Process Owners and Process Managers
  • Initiate changes to the tool
  • Set up and follow up on requirements for tool vendor.
  • Inform employees about operational disruptions, planned downtime and changes to the tool
  • Collect and follow-up of errors in the tool.
  • License overview and follow up.
  • Reject changes if they conflict with IT security rules or lack cross-functional coordination, etc.


General Capabilities:

  • Strong oral and written communication skills in English.
  • Planning / Co-coordinating abilities
  • ITIL process understanding at least at Foundation level and preferably at Intermediate level.
  • Proactive and problem-solving mind-set.
  • Understand the need to work cross-functionally.
  • Strong collaboration skills
  • Business oriented. Experience and understanding of business requirements and the process of translating them into well-engineered and integrated technical solutions
  • Structured
  • Experience in IT Service management (ITSM), process improvement and reporting.
  • Experience in Roadmaps
  • Cross-culture communication: Collaboration with colleagues from diverse culture backgrounds, ensuring effective communication and understanding

Qualification and Requirements

  • Minimum Bachelor's Degree in Computer Science, information systems, engineering, software engineering or a related field & discipline.
  • Minimum 5 to 7 years of experience in service delivery, with a focus on ServiceNow solutions.
  • Extensive experience in ServiceNow platform configuration, customization, and administration.
  • Solid understanding of ServiceNow architecture.
  • Strong knowledge of ITIL (Information Technology Infrastructure Library) best practices and IT service management processes with ITIL certification with a focus on IT Service Operations is strongly preferred.
  • Proven ability to manage client relationships and expectations effectively.
  • Experience in proposal development and project estimation is a plus.

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