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Service Delivery Director
Service Delivery Director
Reference
JBRQ0001391
Description
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As the Service Delivery Director, you will provide leadership, guidance, and support to your team, ensuring they have the necessary resources and skills to deliver high-quality services. This involves conducting performance evaluations, identifying training needs, and fostering a collaborative and positive work environment.
Responsibilities
ESSENTIAL FUNCTIONS:
* Lead and inspire a team of ServiceNow Consultants, fostering a customer-centric culture and ensuring their success in delivering high-quality ServiceNow implementation projects
* Support project onboarding, resourcing, and customer feedback
* Provide technical oversight and support for projects and serve as a high priority escalation point as needed
* Provide technical best practices, architecture, and reviews
* Support overall project staffing requests and monitor utilization for organization
* Assist with scoping as needed (ex. SOW’s, ROM’s, other additional documents)
* Plan and perform continuous feedback on employee performance and conduct annual performance reviews
* Participate in Goal Planning and ensure goals and tracked and managed
* Ensure career development plans are reviewed and learning opportunities are explored
* Review and approve, when applicable, team member’s PTO requests and expenses
* Guide career and skill growth of the team and assist with certification guidance
* Provide technical best practices, architecture and code review
* Mentor and provide professional guidance to the team as needed
* Delivery functions outlined in the technical job description
ADDITIONAL FUNCTIONS:
* Mentor and provide professional guidance to the team as needed
* Provide marketing with case studies and marketing content
* Provide interview support as needed
* Foster Centers of Excellence as needed
* Continue learning service delivery solutions, technologies and methodologies
* Build on current platform knowledge by learning new modules and broadening skillset
* Lead and inspire a team of ServiceNow Consultants, fostering a customer-centric culture and ensuring their success in delivering high-quality ServiceNow implementation projects
* Support project onboarding, resourcing, and customer feedback
* Provide technical oversight and support for projects and serve as a high priority escalation point as needed
* Provide technical best practices, architecture, and reviews
* Support overall project staffing requests and monitor utilization for organization
* Assist with scoping as needed (ex. SOW’s, ROM’s, other additional documents)
* Plan and perform continuous feedback on employee performance and conduct annual performance reviews
* Participate in Goal Planning and ensure goals and tracked and managed
* Ensure career development plans are reviewed and learning opportunities are explored
* Review and approve, when applicable, team member’s PTO requests and expenses
* Guide career and skill growth of the team and assist with certification guidance
* Provide technical best practices, architecture and code review
* Mentor and provide professional guidance to the team as needed
* Delivery functions outlined in the technical job description
ADDITIONAL FUNCTIONS:
* Mentor and provide professional guidance to the team as needed
* Provide marketing with case studies and marketing content
* Provide interview support as needed
* Foster Centers of Excellence as needed
* Continue learning service delivery solutions, technologies and methodologies
* Build on current platform knowledge by learning new modules and broadening skillset
Qualifications
REQUIRED SKILLS/EXPERIENCE:
* 5+ years in a consulting position, managing professional services
* Consultative skills for software service delivery to lead customers in improving their processes and organizational models
* Knowledge in ITIL foundation is required
* Expertise in design, development, and communication of technical architectures for customer solutions
REQUIRED SOFT SKILLS:
* Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks
* Uphold excellent time management and organizational skills with an aptitude toward creative problem-solving
* High proficiency with the English language: written, reporting, verbal/oral communication skills; must be an effective presenter
* Proven troubleshooting skills
* Continue learning service delivery solutions, technologies, and methodologies.
* Maintain professionalism and an uninterrupted work environment during all client meetings and interactions
* Exceptional communication skills to establish effective working relationships and ensure successful collaboration with all stakeholders
SUPERVISORY:
* Manage and supervise team of ServiceNow Consultants
CERTIFICATIONS/EDUCATION:
* Bachelor's degree in computer science, information systems, business administration, or other related fields (or equivalent work experience)
* IT industry based certifications (ITIL) a plus
* 5+ years in a consulting position, managing professional services
* Consultative skills for software service delivery to lead customers in improving their processes and organizational models
* Knowledge in ITIL foundation is required
* Expertise in design, development, and communication of technical architectures for customer solutions
REQUIRED SOFT SKILLS:
* Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks
* Uphold excellent time management and organizational skills with an aptitude toward creative problem-solving
* High proficiency with the English language: written, reporting, verbal/oral communication skills; must be an effective presenter
* Proven troubleshooting skills
* Continue learning service delivery solutions, technologies, and methodologies.
* Maintain professionalism and an uninterrupted work environment during all client meetings and interactions
* Exceptional communication skills to establish effective working relationships and ensure successful collaboration with all stakeholders
SUPERVISORY:
* Manage and supervise team of ServiceNow Consultants
CERTIFICATIONS/EDUCATION:
* Bachelor's degree in computer science, information systems, business administration, or other related fields (or equivalent work experience)
* IT industry based certifications (ITIL) a plus
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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