ServiceNow Service Delivery Manager

APBA TG Human Resource Pte Ltd; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading company in Singapore is seeking an experienced IT Service Manager to define and optimize IT service management strategies using ServiceNow. The ideal candidate will have over 10 years of experience in ITSM, strong analytical skills, and a solid understanding of ITIL principles. Responsibilities include managing service catalogs, incident resolution, and continuous service improvement initiatives. This role requires excellent communication and stakeholder engagement abilities.

Qualifications

• 10+ years of experience in IT Service Management roles.
• Proven experience delivering IT services within a ServiceNow environment.

Responsibilities

• Define IT service management strategies aligned with business goals.
• Ensure timely resolution of incidents, adherence to SLAs.

Skills

Analytical

Problem Solving

Communication

Stakeholder Engagement

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Bachelor's degree in Business Administration

Tools

ServiceNow

Job description

Key Responsibilities:

Service Strategy & Design

• Define IT service management strategies aligned with business goals.

• Design IT services that leverage ServiceNow capabilities for efficiency and value delivery.

Core ITSM Process Ownership (within ServiceNow):

• Service Catalog Management: Maintain an accurate, up-to-date, and user-friendly Service Catalog.

• Incident Management: Ensure timely resolution of incidents, adherence to SLAs, and continuous improvement using ServiceNow workflows.

• Problem Management: Identify root causes of recurring incidents and implement long-term solutions using ServiceNow tools.

• Change Management: Manage change processes to minimize service disruption; leverage ServiceNow workflows and approval mechanisms.

Additional ITSM Functions:

• Knowledge Management: Develop and maintain a comprehensive Knowledge Base to promote self-service and knowledge sharing.

• Service Level Management: Define, track, and report on SLAs using ServiceNow dashboards and analytics.

• Request Fulfillment: Oversee request handling through the Service Catalog and automation tools in ServiceNow.

• Continual Service Improvement (CSI): Identify and implement service enhancements using data insights from ServiceNow reports.

Performance & Process Optimization:

• Reporting & Analytics: Generate and analyze dashboards to inform decision-making and highlight trends.

• Process Ownership & Optimization: Continuously improve ITSM processes for efficiency, compliance, and best practice alignment.

• Stakeholder Management: Engage with IT teams, business leaders, and end-users to communicate service performance and gather feedback.

• Collaboration with ServiceNow Teams: Partner with administrators, developers, and engineers to configure and optimize platform usage.

• User Training & Enablement: Provide guidance and training on the ServiceNow Self-Service Portal and related features.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.

• 10+ years of experience in IT Service Management roles.

• Proven experience delivering IT services within a ServiceNow environment.

• Strong understanding of ITIL principles and best practices (ITIL v4 certification preferred).

• Hands-on experience with key ServiceNow modules (e.g., Incident, Problem, Change, Service Catalog, Knowledge).

• Experience defining and managing SLAs.

• Strong analytical, problem-solving, and decision-making skills.

• Excellent communication, interpersonal, and stakeholder engagement abilities.

• Self-starter with the ability to work independently and collaboratively.

• Experience in driving continuous service improvement (CSI) initiatives.

• Proficiency in using ServiceNow for reporting and performance analysis.

• Bonus: Certified Implementation Specialist (CIS) for ITSM.

To Apply, please kindly email your updated resume to [e-mail]

Regret to inform that only shortlisted candidates will be notified.

CEI: R25127749

EA License: 14C7275