Overview
On Site
Full Time
Part Time
Accepts corp to corp applications
Contract - W2
Contract - Independent
Skills
WAR
Workflow
Continuous Improvement
Incident Management
Collaboration
Service Delivery
C#
.NET
Management
Leadership
Stakeholder Management
Service Management
Facilitation
Crisis Management
Communication
Presentations
Analytical Skill
Problem Solving
Conflict Resolution
Change Management
Service Level Management
Reporting
ServiceNow
IT Service Management
ITIL
Telecommunications
Job Details
About the Role: We're seeking experienced Service Delivery Managers to lead critical IT service management initiatives using ServiceNow platform. You'll be responsible for managing end-to-end service delivery, including business disruption response, stakeholder coordination, and ensuring seamless resolution of complex IT issues.
What You'll Do:
- Oversee and manage end-to-end outage and business disruption calls from initiation to resolution
- Lead cross-functional teams during critical incidents and service disruptions
- Engage and coordinate with all relevant stakeholders across business and technical teams
- Facilitate war room sessions and crisis management communications
- Ensure adherence to ITIL service management processes and best practices
- Manage ServiceNow IT Service Management modules and workflows
- Drive continuous improvement in service delivery processes and incident response
- Provide regular reporting and metrics on service delivery performance
- Collaborate with technical teams to implement preventive measures
What We're Looking For:
- 10+ years of experience in IT Service Management and service delivery
- Expert-level knowledge of ServiceNow IT Service Management platform
- Strong experience with C# 3.0 and Core .NET Technologies
- Proven track record managing critical incidents and business disruptions
- Excellent leadership and stakeholder management skills
- Strong understanding of ITIL framework and service management processes
- Experience facilitating crisis management and emergency response procedures
- Outstanding communication and presentation abilities
- Ability to work under pressure and make decisions quickly
- Strong analytical and problem-solving capabilities
Technical Requirements:
- ServiceNow platform administration and configuration
- Incident, Problem, and Change Management processes
- Service Level Management and reporting
- Integration experience with enterprise systems
Preferred Qualifications:
- ServiceNow certifications (CSA, CIS-ITSM)
- ITIL Foundation or higher certifications
- Experience in enterprise environments with 24/7 operations
- Background in telecommunications or critical infrastructure
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.