Service Delivery Manager (ServiceNow)

Ambu A/S; Bayan Lepas; On-site; MYR 80,000 - 120,000; Full time

Job summary

A global healthcare company in Penang, Malaysia is looking for a ServiceNow Service Delivery Manager. This role is key in ensuring IT services meet business expectations while continuously improving service processes. Responsibilities include managing tool functionality, collaborating with process owners, and maintaining client relationships. The ideal candidate has a Bachelor's degree in Computer Science with 5-7 years of experience focusing on ServiceNow solutions, solid ITIL knowledge, and strong communication skills.

Qualifications

• Minimum 5-7 years of experience in service delivery focusing on ServiceNow solutions.
• Extensive experience in ServiceNow platform configuration and administration.
• Strong knowledge of ITIL best practices.

Responsibilities

• Ensure effective tool functionality through ongoing dialogue with Process Owners.
• Prioritize change proposals and initiate changes to the tool.
• Manage license overview and follow-ups on tool errors.

Skills

Strong oral and written communication skills in English

Planning / Coordinating abilities

ITIL process understanding

Proactive and problem-solving mindset

Cross-cultural communication

Education

Bachelor's Degree in Computer Science or related field

Tools

ServiceNow platform

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.

The objectives of Service Delivery Manager are:

• 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.
• Strong collaboration skills.
• 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.