Service Delivery Manager, ServiceNow

Ambu Sdn. Bhd.; Bayan Lepas; On-site; MYR 80,000 - 120,000; Full time

Job summary

A global healthcare technologies firm is seeking a ServiceNow Service Delivery Manager to ensure efficient delivery of IT services while enhancing service processes. The role requires strong communication skills, a minimum Bachelor's Degree, and 5-7 years of experience in service delivery with a focus on ServiceNow. Responsibilities include prioritizing changes to the tool and maintaining effective communication across functions. This is an opportunity to work within a diverse environment in Bayan Lepas, Malaysia.

Qualifications

• Minimum 5 to 7 years of experience in service delivery focusing on ServiceNow.
• Extensive experience in ServiceNow configuration and administration.
• Strong knowledge of ITIL best practices.
• Ability to manage client relationships effectively.

Responsibilities

• Ensure the tool supports processes efficiently.
• Prioritize change proposals collaborating with Process Owners.
• Inform employees about operational disruptions and changes.

Skills

Strong oral and written communication skills in English

Planning / Co-coordinating abilities

Proactive and problem-solving mind-set

Cross-culture communication

Education

Bachelor's Degree in Computer Science or related field

Tools

ServiceNow

Job description

Overall, the purpose of a ServiceNow Service Delivery Manager is to ensure that IT services are delivered in a way that meets or exceeds business expectations, while continuously improving service processes and maintaining strong cross‑function relationships.

This position is a Global position and individual contributor.

Objectives

• Ensure that the tool supports the processes as efficiently as possible.
• Ensure that the tool creates the greatest possible benefit for the employees.
• Ensure that the tool runs stably and safely in operation.
• Ensure that improvement activities are coordinated across the processes.
• Ensure that changes to the tool are carried out efficiently and within the framework of IT security.
• Ensure that the system basis for KPI and reporting is present.
• Ensure that user access, rights and licenses are maintained.

Areas of Responsibility

• Ongoing dialogue with the Process Owner and Process Managers regarding the functionality of the tool.
• Prioritize change proposals in collaboration with Process Owners and Process Managers.
• Initiate changes to the tool.
• Set up and follow up on requirements for tool vendor.
• Inform employees about operational disruptions, planned downtime and changes to the tool.
• Collect and follow‑up of errors in the tool.
• License overview and follow up.
• Reject changes if they conflict with IT security rules or lack cross‑functional coordination, etc.

General Capabilities

• Strong oral and written communication skills in English.
• Planning / Co‑coordinating abilities.
• ITIL process understanding at least at Foundation level and preferably at Intermediate level.
• Proactive and problem‑solving mind‑set.
• Understand the need to work cross‑functionally.
• Business oriented. Experience and understanding of business requirements and the process of translating them into well‑engineered and integrated technical solutions.
• Experience in IT Service management (ITSM), process improvement and reporting.
• Experience in Roadmaps.
• Cross‑culture communication: Collaboration with colleagues from diverse culture backgrounds, ensuring effective communication and understanding.

Qualification and Requirements

• Minimum Bachelor's Degree in Computer Science, information systems, engineering, software engineering or a related field & discipline.
• Minimum 5 to 7 years of experience in service delivery, with a focus on ServiceNow solutions.
• Extensive experience in ServiceNow platform configuration, customization, and administration.
• Solid understanding of ServiceNow architecture.
• Strong knowledge of ITIL (Information Technology Infrastructure Library) best practices and IT service management processes with ITIL certification with a focus on IT Service Operations is strongly preferred.
• Proven ability to manage client relationships and expectations effectively.
• Experience in proposal development and project estimation is a plus.