Deskripsi Pekerjaan
Join Uptitude Training as a Service Delivery Manager specializing in ServiceNow and lead transformative IT service delivery initiatives. This pivotal role requires strategic oversight of vendor governance, SLA compliance, CMDB/ITSM operations, and platform delivery excellence. You'll orchestrate cross-functional teams to optimize service performance while ensuring alignment with business objectives through robust ServiceNow implementations. Your expertise will drive continuous improvement in service quality, operational efficiency, and stakeholder satisfaction in a dynamic IT environment.
We seek a results-driven professional to architect seamless service delivery frameworks, mitigate risks through proactive governance, and enhance user experiences through innovative ServiceNow solutions. This position offers the opportunity to shape our IT service management landscape while mentoring teams and implementing industry best practices. If you're passionate about elevating service delivery standards and leveraging ServiceNow to solve complex business challenges, we invite you to apply.
Tanggung Jawab
- Oversee vendor governance and SLA compliance to ensure service quality and contractual alignment
- Manage CMDB/ITSM operations including configuration item lifecycle and service request workflows
- Drive platform delivery excellence through ServiceNow optimization and continuous improvement initiatives
- Collaborate with cross-functional teams to resolve service delivery issues and enhance user experience
- Develop and maintain service delivery documentation, KPIs, and performance metrics
- Implement ITIL best practices and service management frameworks
- Coordinate incident, problem, and change management processes
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related field
- Minimum 5 years' experience in IT service management with 2+ years in ServiceNow platform administration
- Proven expertise in vendor governance, SLA management, and CMDB operations
- ServiceNow certifications (e.g., CIS, CSM, or ITOM) preferred
- Strong knowledge of ITIL processes and ITSM best practices
- Experience leading cross-functional teams and managing service delivery projects
- Excellent analytical skills with ability to translate business requirements into technical solutions