ServiceNow Delivery Manager

ResponsibilitiesJob Description:This role is an integral part of both account planning and technical consultingYou are exceptional at delivering support strategies, working to proactively monitor problems, change processes, and handle issues to ensure our customers success with the platformYou can proactively instill a culture where execution perfection is the norm, automation is encouraged, and client satisfaction is the ultimate measure of successExecuting the strategy and the delivery of operational services solutions that support enterprise customers in their journey to ServiceNow adoption and expansionQuarterbacking planning, prioritization roadmapping, development, and operations for a team providing support for Cask clientsIdentifying appropriate resource skills and managing resource plans in alignment with the roadmap and budgetEnsuring that Cask is meeting our contractual obligations through measurement of key KPIs, while tactfully avoiding duties outside the scope of our contractual obligationsTakes ownership of the overall quality for the services provided by the Cask teamSupporting all efforts to simplify and enhance the customer experienceEstablishing, tracking, analyzing, and reporting metrics aligned with Client Success goals for client satisfaction and retentionEstablishing a trusted platform advisor relationship with clients and drive continued value of our products and servicesNavigating internal resources on account escalations to drive resolutionGuiding staff to be self-motivated with the ambition to problem-solve, learn, and create their own mechanisms for resolving issues and, most importantly, communicating effectively with the ability to thrive in a team environmentAct as an escalation point-of-contact for all account issuesEnsuring all Cask technical standards and quality control process have been implemented, understood, and executed by the teamMulti-tasking and solving multiple issues simultaneously in a high stress environmentCoaching and mentoring teams to ensure personnel are working customer requests as efficiently and accurately as possible in a team oriented professional cultureReviewing, enhancing, and establishing standard operating procedures to improve service deliveryProviding thought leadership and problem-solving input for Cask and our customers, and driving cross-functional relations with all departments at CaskCreating a learning organization focused on improving team execution, capability, and moraleProvides ServiceNow platform expertise to support customer’s ongoing work on the platformCoordinate the flow of information between clients and technical support teams in order to facilitate workFacilitates planning and prioritization sessions with clients to drive value and ensure continual team utilizationBuild and review weekly and monthly status reports on a consistent basisQualificationHands on technical experience in developing, implementing and/or maintaining ServiceNow platformsSolid experience with ServiceNowExperience working in an Agile/Scrum environment preferredExperience managing account financialsDemonstrated ability to consult and support technical solutions (providing options with pros, cons and risks) while providing assistance in solving business processes and/or technical problemsRecruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.