IT Service Manager - ServiceNow

technologies-expected : ServiceNow about-project : Hitachi Energy IT have initiated an IT Transformation program for the set up and migration to a new “stand alone” global IT environment. We are looking for a talented IT individual to be part of building and operating a new IT function equipped to meet our future needs. As a ServiceNow Service Delivery Manager your role will be to ensure the effective delivery and support of ServiceNow services provided by external vendors. If you are a motivated self-starter who has a passion for excellence and values education, integrity, innovation, and success, this is a role for you! responsibilities : Oversee the delivery of ServiceNow services and ensure they meet the agreed service levels and quality standards Generate and analyse service delivery reports to identify areas for improvement and provide regular updates to management on service performance and improvement initiatives Act as the main point of contact for all ServiceNow-related issues and escalations Ensure seamless service delivery by coordinating with various stakeholders, including internal teams and service providers Liaise with the stakeholders to understand their needs and ensure ServiceNow services are aligned with business objectives Conduct regular service reviews and gather feedback to improve service delivery Analyse incident trends and implement proactive measures to reduce future incidents in collaboration with the service providers Plan and manage ServiceNow releases, including testing, documentation, and deployment Oversee the change management process for ServiceNow to ensure changes are implemented with minimal disruption Lead and manage a team of ServiceNow Business Analysts as well as coordinate closely with delivery teams from the service providers Ensure ServiceNow services comply with organizational policies and regulatory requirements (e.g. internal and regulatory controls) requirements-expected : At least 8 years of experience managing service delivery within IT (minimum 3 years managing the delivery of ServiceNow services) Degree in software engineering, computer systems, or similar In-depth knowledge of ServiceNow platform capabilities, modules, and best practices Strong analytical skills to identify and resolve issues promptly Experience in leading and motivating a team, manage conflicts, and foster a collaborative work environment ITIL Foundation certificate required Demonstrated experience in working collaboratively in geographically dispersed team Fluent spoken and written English, ability to formulate complex topics in everyday language benefits : sharing the costs of sports activities private medical care sharing the costs of foreign language classes sharing the costs of professional training & courses life insurance remote work opportunities flexible working time fruits integration events corporate library coffee / tea drinks parking space for employees leisure zone sharing the costs of tickets to the movies, theater sharing the commuting costs employee referral program