Servicenow Project Manager

Job Description for PM ServiceNow:

* Delivery Manager with overall around 14+ years of experience specializing in IT Service

Management (ITSM) will be responsible for ensuring the effective delivery of IT services to meet

business needs.

* Delivery Manager should be involved in managing service performance, ensuring customer

satisfaction, and driving continuous improvement in service delivery or ITSM processes.

* Collaborate with various teams to ensure services are delivered efficiently, meet quality standards,

and align with organizational goals.

* Be able to provide leadership to one or more Support teams and manage timely incident resolution

for the client.

* Be a Servant Leader: ability to provide leadership and coaching to the team, mentoring and

facilitating cross team collaboration to ensure success of the project.

* A self-starter, passionate and go-getter in adapting and applying proven strategic project

management skills in increasing project success and help deliver IT services of high business value

to the clients.

Responsibilities

* Organize, manage, and lead application production support team(s) in a fast-paced 24/7

environment.

* Oversee application performance, ensuring seamless operations and timely issue resolution.

• Lead and oversee the Incident Management process, from initial response to root cause analysis

(RCA) and resolution to minimize business disruptions, ensure continuity and enhance service

quality.

* Identify and implement automation opportunities; apply ITIL best practices to enhance service

delivery and operational efficiency.

* Facilitate Root Cause Analysis (RCA) Investigate, document, provide preventative solution, of

service failures.

* Single point of contact for all major incidents and first stage of escalation for incidents.

* Coordinate resources across various teams and lead meetings while managing difficult discussions

and maintaining composure in high-pressure situations.

* Prioritizing incidents according to their urgency and influence on the business. Be able to

understand the business needs.

* Define and manage service level agreements (SLAs) to meet service quality targets.

* Ensure adherence to Statements of Work (SOW), manage scope, and handle internal and external

communications.

* Identify, initiate, schedule, and conduct incident reviews and ensure the closure of all resolved and

end-user confirmed incident records.

* Establish continuous process improvement cycles and adjust the incident management processes

for better service delivery.

* Manage resources, scope, estimates, schedule, priorities, quality, resource planning and risk

management and collaborates with Practice Directors for resource/staffing requirements and

onboarding.

* Act as the interface between technical teams and clients, understanding and prioritizing business

needs.

* Ensure deadlines and production schedules are met and reallocate workloads as necessary to

optimize allocation and help in the smooth induction of resources into the project.

* Engage with clients, manage changes, and escalations, support business development activities, and

contribute to expanding the company’s footprint.

* Develop and manage budgets related to IT service delivery and tracking financials to ensure cost-

effective delivery of IT services.

* Provide regular status updates to client stakeholders on Incidents and overall status via emails

scheduled status meetings, and to internal Centric Leadership at a defined cadence.

* Demonstrate, by example, in-depth knowledge of the Centric competency principles and practices,

including coaching, learning, and mentoring.

* Ability to manage risk and encourage strategic risk management-based delivery in others to

manage expectations and communicate effectively with Practice Directors and Clients.

* Assist in Business Development Activities to create