ServiceNow Service Delivery Manager (Operations)

Cask is with you for what comes next.

Be a catalyst for change and join Cask on our journey! We are a vibrant community of talented individuals committed to overcoming business challenges and fostering innovation. As a Service Delivery Manager at Cask, you will be responsible for overseeing ServiceNow Operational Services for our clients, identifying strategic opportunities in collaboration with the Account Executive, and ensuring the highest level of client satisfaction. The ideal candidate is a collaborative leader with exceptional communication skills, adept at offering proactive solutions to the client’s business needs and challenges.

Key Responsibilities:

Operational Service Delivery:

• Oversee end-to-end delivery of ServiceNow Operational Services, ensuring timely and successful solutions
• Monitor KPIs to meet or exceed SLAs
• Act as the primary client contact, building strong relationships and conducting regular service reviews

Client Relationship Management:

• Act as the primary client contact. Maintain and nurture client relationships and conduct regular service reviews to address concerns and understand their needs
• Partner with Account Executives (AEs) to identify growth opportunities and coordinate resources

Team Leadership & Collaboration:

• Support and guide the delivery team using agile methodologies
• Collaborate with Sales, Technical Services, and functional leads for cohesive service delivery
• Mentor team members, encouraging professional growth

Continuous Improvement:

• Analyze and improve processes to enhance service delivery
• Stay updated with the latest ServiceNow trends and implement best practices

Reporting & Documentation:

• Generate and present reports on service delivery metrics to senior management and clients
• Ensure proper documentation of delivery processes and client interactions

Account Growth & Expansion:

• Work with AEs to identify and pursue account growth opportunities
• Develop offerings to meet evolving client needs and engage with clients for further opportunities

Qualifications:

• Minimum of 5 years of consulting experience with a focus on project management and business analysis. Previous experience in SaaS engagements, ServiceNow, and Service Delivery Management is essential
• Experience in scoping engagements, preparing proposals, and managing projects
• Strong understanding of the ServiceNow platform
• Excellent communication and interpersonal skills to effectively manage client relationships and internal collaborations
• Strong problem-solving and decision-making skills, with the ability to analyze issues and offer proactive solutions
• Proven leadership skills with experience in mentoring and managing teams.
• Familiarity with ITIL best practices and Agile methodologies

Education/Certifications:

• Bachelor's degree in IT or a related field (or equivalent experience). A Master's degree is preferred
• ITIL certification is required; PMP or PgMP certification preferred. DASM certification is a plus

Come join us at Cask and be part of an exciting journey where we're ready to elevate your work experience, every step of the way.

Perks? Oh, yes.

Cask's success is based on our most valuable asset - our people. We offer a robust benefits package designed with your needs in mind. We are passionate about investing in our people. As lifelong learners, we support your continued education and career development through paid training, including ServiceNow certifications. We build in training dollars and hours into our annual plan for each and every employee so you have the time and resources available to stretch yourself.

We value diversity at our company. Cask is an equal opportunity employer. Everyone who applies with the qualifications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

To learn more about Cask NX, please visit our website and check out our podcast series. Also be sure to follow us on LinkedIn, Facebook, and T