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Service Delivery Manager- BP
Service Delivery Manager- BP
Reference
JBRQ0001157
Description
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As the Service Delivery Manager - Business Process with Pharicode, you will proactively monitor and maintain high levels of quality, process consistency, and opportunities for improvement for the business process team. This position serves as a team leader and the main point of contact for any major process issues. For subordinates, the Service Delivery Manager - Business Process provides guidance, support, and discipline as needed. This position is responsible for managing the business process team’s employees’ professional development in support of Pharicode’s rapid growth strategy with a focus on quality, scalability, and profitability.
Externally, you will work with a vast range of organizations to help them work more efficiently and gain greater value using the ServiceNow platform. You are essential in designing and deploying best practice process solutions that help achieve enterprise strategic goals of our customers. In this role, you will lead process discovery, re-engineering, improvement, and analysis sessions to identify solutions that are repeatable, efficient, and accelerate value by employing proven best practice solutions. You will document, prioritize, and support in the delivery of the overall solution that will allow our customers to manage work more efficiently, and meet the overall goals of the project.
Externally, you will work with a vast range of organizations to help them work more efficiently and gain greater value using the ServiceNow platform. You are essential in designing and deploying best practice process solutions that help achieve enterprise strategic goals of our customers. In this role, you will lead process discovery, re-engineering, improvement, and analysis sessions to identify solutions that are repeatable, efficient, and accelerate value by employing proven best practice solutions. You will document, prioritize, and support in the delivery of the overall solution that will allow our customers to manage work more efficiently, and meet the overall goals of the project.
Responsibilities
Functional Management Responsibilities:
Lead and mentor Business Process team
Support organization maturity efforts
Maintain expertise in ServiceNow products, processes, best practice, capabilities, and features
Support continuous improvement of customer delivery, best practice processes, collateral, and team development.
Demonstrate ability to juggle multiple complex projects or initiatives at one time
Deliver measurable, positive results within the client and team’s timeline resulting in positive feedback from clients
Build on current platform knowledge by learning new modules and broadening skillset
Utilize strong communication, presentation, and writing skills
Contribute to team development and knowledge sharing through Share the Wealth, training, blogs and team support
Assist with providing reusable collateral to improve overall delivery speed and quality
Obtain new ServiceNow certifications
Project Assignment Responsibilities:
Demonstrate industry expertise though successful process discovery and requirement workshops
Collaborate with key stakeholders to identify requirements
Support large scale enterprise level implementations, strategic enterprise improvement and business transformation engagements
Support sales functions acting as a process Subject Matter Expert for the ServiceNow platform
Prepare and lead process discovery and requirement workshops with customer sponsors and key stakeholders to identify requirements
Document, communicate and validate business, functional design, and process requirements throughout the customer engagement.
Identify areas of process/platform improvement and recommend solutions to gain process efficiencies, improve long-term platform sustainability, and increase adoption rates
Provide guidance to customers for tools, features, and processes available to them on the ServiceNow platform that could provide additional value
Ensure all process related deliverables to customers are complete, consistent, high quality, on time and deliver valued outcomes
Design and deliver tailored ServiceNow solution demonstrations that align to customers' objectives along with key metrics and KPI's to quantify the solution value
Provide a high level of customer service consistently across all engagements
Assist in leading the pursuit of continuous improvement of customer delivery, best practice processes, collateral, and team development
Lead in providing reusable collateral to improve overall delivery speed and quality
SUPERVISORY:
Up to 5 BPC’s and Sr BPC’s
Lead and mentor Business Process team
Support organization maturity efforts
Maintain expertise in ServiceNow products, processes, best practice, capabilities, and features
Support continuous improvement of customer delivery, best practice processes, collateral, and team development.
Demonstrate ability to juggle multiple complex projects or initiatives at one time
Deliver measurable, positive results within the client and team’s timeline resulting in positive feedback from clients
Build on current platform knowledge by learning new modules and broadening skillset
Utilize strong communication, presentation, and writing skills
Contribute to team development and knowledge sharing through Share the Wealth, training, blogs and team support
Assist with providing reusable collateral to improve overall delivery speed and quality
Obtain new ServiceNow certifications
Project Assignment Responsibilities:
Demonstrate industry expertise though successful process discovery and requirement workshops
Collaborate with key stakeholders to identify requirements
Support large scale enterprise level implementations, strategic enterprise improvement and business transformation engagements
Support sales functions acting as a process Subject Matter Expert for the ServiceNow platform
Prepare and lead process discovery and requirement workshops with customer sponsors and key stakeholders to identify requirements
Document, communicate and validate business, functional design, and process requirements throughout the customer engagement.
Identify areas of process/platform improvement and recommend solutions to gain process efficiencies, improve long-term platform sustainability, and increase adoption rates
Provide guidance to customers for tools, features, and processes available to them on the ServiceNow platform that could provide additional value
Ensure all process related deliverables to customers are complete, consistent, high quality, on time and deliver valued outcomes
Design and deliver tailored ServiceNow solution demonstrations that align to customers' objectives along with key metrics and KPI's to quantify the solution value
Provide a high level of customer service consistently across all engagements
Assist in leading the pursuit of continuous improvement of customer delivery, best practice processes, collateral, and team development
Lead in providing reusable collateral to improve overall delivery speed and quality
SUPERVISORY:
Up to 5 BPC’s and Sr BPC’s
Qualifications
REQUIRED SKILLS/EXPERIENCE:
3+ years in a consulting position, delivering process solutions
ITIL v3 Practitioner or ITIL 4 Managing Professional certification preferred
ServiceNow Certified System Administrator certification required
ServiceNow Certified Implementation Specialist - ITSM certification strongly preferred
Additional ServiceNow Certifications strongly preferred
Experience working in an Agile Scrum environment strongly preferred
Working experience with one (1) or more ServiceNow Mainline Application(s) (ITSM, ITBM, CSM, HR, ITOM, etc.)
Consultative skills for software service delivery to lead customers in improving their processes and organizational models
Be a great leader and team player with a record of accomplishment in managing multiple complex tasks
REQUIRED SOFT SKILLS:
Excellent communication skills (written and verbal) with strong presentation and facilitation skills
Exceptional skills documenting process design, business requirements, user stories, process guides, and project collateral
Strong interpersonal skills with a strong customer centric mindset
Experience leading and executing complex strategic and operational initiatives at large organizations
Experience partnering with and advising executives
EDUCATION:
BA/BS Degree education preferred
Active DoD Secret Clearance highly preferred
3+ years in a consulting position, delivering process solutions
ITIL v3 Practitioner or ITIL 4 Managing Professional certification preferred
ServiceNow Certified System Administrator certification required
ServiceNow Certified Implementation Specialist - ITSM certification strongly preferred
Additional ServiceNow Certifications strongly preferred
Experience working in an Agile Scrum environment strongly preferred
Working experience with one (1) or more ServiceNow Mainline Application(s) (ITSM, ITBM, CSM, HR, ITOM, etc.)
Consultative skills for software service delivery to lead customers in improving their processes and organizational models
Be a great leader and team player with a record of accomplishment in managing multiple complex tasks
REQUIRED SOFT SKILLS:
Excellent communication skills (written and verbal) with strong presentation and facilitation skills
Exceptional skills documenting process design, business requirements, user stories, process guides, and project collateral
Strong interpersonal skills with a strong customer centric mindset
Experience leading and executing complex strategic and operational initiatives at large organizations
Experience partnering with and advising executives
EDUCATION:
BA/BS Degree education preferred
Active DoD Secret Clearance highly preferred
A successful candidate will have the opportunity to enroll in insurance and other role-based benefits for more information reach out to recruits@glidefast.com
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