ServiceNow Delivery Manager - ITSM/ITOM Module (10-18 yrs)

Join a Singapore-incorporated startup at its inception and play a pivotal role in shaping its Southeast Asia presence

Gain the opportunity to build and lead a next-generation ServiceNow practice, redefining enterprise IT delivery in SEA

Work closely with industry veterans from Enterprise IT, ServiceNow, and Management Consulting who have built and scaled businesses across APAC.

Our client is leading ServiceNow partner in Southeast Asia, we specialize in delivering high-impact digital transformation for enterprises. Our client certified experts excel in Technology Operations, Full Stack Development, Product Management, COE Operations, and Process Consulting, ensuring seamless automation and operational excellence.

The Job :

The role of a ServiceNow Delivery Manager includes collaborating with engagement and client teams to coordinate, plan, and deliver ServiceNow projects. You are a credible advisor to junior consultants who deliver work products across key focus areas within the organization and to client contacts. You will also play a critical role in building and scaling the India team. You will be responsible for:

- Drive the implementation and delivery of ITSM technology enablement services using ServiceNow ITSM, ITOM, CMDB, and CSDM.

- Collaborate with cross-functional teams to gather requirements, develop functional specifications, and deliver effective ServiceNow solutions.

- Lead ITSM, ITOM, and CSDM-enabled process workshops.

- Design, develop, and implement Service Catalog workflows, ITIL processes, ITSM, ITOM, CMDB, and CSM modules within ServiceNow and integrate with external systems.

- Implement solutions while adhering to ServiceNow best practices and standards.

- Design and extend the ServiceNow data model to support ITSM, CMDB, and CSM requirements.

- Review and refine usability designs, testing scenarios, and test cases to ensure application quality.

- Provide 2nd/3rd level ServiceNow support, resolve incidents/enhancements/defects using JavaScript and server-side Java.

- Produce and maintain detailed system documentation, including design specs, proposed solutions, unit testing, and technical notes.

- Create templates for unique agency requirements, reports, dashboards, flows, and email notifications.

- Assist in scoping new opportunities and designing tools and techniques for efficient delivery.

- Ensure high-quality deliverables across all configured technical components and personal interactions.

Ideal Candidate :

- You possess a Bachelor's degree in Computer Science, Information Technology, or a related field.

- You have at least 10 years of experience, with at least 6 years in ServiceNow development and implementation.

- You have solid hands-on knowledge of ServiceNow platform configuration, customization, and administration.

- You are familiar with the ITIL framework and have experience in ITSM module administration.

- Knowledge of ServiceNow modules, including ITSM, ITOM, CMDB, CSM is advantageous.

- You have worked with agile methodology, and have hands-on experience in process design, technical design, defining user stories, working with onshore/offshore teams, leading UAT, and providing end-user training.

- ServiceNow Certified System Administrator (CSA) certification, ServiceNow Certified Implementation Specialist (CIS) certification(s) in the mentioned modules are preferred.

- You are familiar with scripting languages (e.g., JavaScript) and ServiceNow development best practices.

- You have experience engaging and managing stakeholders, providing recommendations, and developing ITSM solutions.

- You stay updated with ServiceNow releases and industry knowledge to recommend enhancements to clients.

- You possess solid analytical thinking, and problem-solving abilities, and are keen on building and leading our delivery team in India, while effectively communicating with senior stakeholders, both internal and client-side.