ServiceNow Technical Consulting Team Leader

Computacenter; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a ServiceNow Team Leader to manage a global team of technical consultants. In this pivotal role, you will provide effective leadership and foster a positive work environment while ensuring the team's performance and well-being. You will be responsible for resource planning, team development, and strategic support, all while promoting a culture of continuous improvement and collaboration. This is a fantastic opportunity to make a significant impact within a dynamic team, guiding and mentoring talent to achieve their full potential in an exciting and fast-paced environment.

Qualifications

• Minimum of 3 years in a commercial IT services environment, preferably within an ITIL framework.
• At least 3 years of experience in leading and managing teams.

Responsibilities

• Organise and conduct regular team meetings, including one-on-one sessions.
• Hold line management responsibility for a team of ~20 members.
• Cultivate a positive team environment and enhance mentoring.

Skills

Leadership

Communication Skills

Organisational Skills

Customer Interaction

ServiceNow Knowledge

Empathy

Continuous Improvement

Job description

Location: UK - Mobile England | Job-ID: 212251 | Contract type: Standard | Business Unit: ServiceNow

Life on the team

The ServiceNow Centre of Excellence operates throughout the UK and Europe. We are a team of highly skilled architects, project managers, business and technical consultants responsible for helping Computacenter and our customers maximise the benefits of the ServiceNow Platform - and take pride in regularly receiving the highest customer satisfaction scores.

As a ServiceNow Team Leader in the Centre of Excellence, you will be responsible for the effective management and development of a global team of ServiceNow technical consultants of varying experience. Your primary focus will be on providing effective leadership, fostering a positive work environment, and ensuring the team’s overall performance and well-being. You will work closely with other teams within the CoE to understand their needs and ensure alignment with the team’s goals.

What you’ll do

1. Team Meetings: Organise and conduct regular team meetings, including one-on-one sessions and performance reviews with team members.
2. Resource Planning: Monitor and plan resources to ensure adequate support coverage.
3. Line Management: Hold line management responsibility for a team of ~20 members.
4. Team Development: Understand and support the strengths and aspirations of team members.
5. Mentorship: Serve as an advisor and mentor, guiding team members in their day-to-day roles and responsibilities.
6. Utilisation Management: Take responsibility for optimising team utilisation through the professional development of team members.
7. Regular Check-ins: Maintain regular, at least weekly, check-ins with team members to stay informed about their challenges, needs, and aspirations.
8. Development Meetings: Conduct and document Future Focus development meetings for all team members.
9. Strategic Support: Support company strategy, implementation-specific strategies, and initiatives aimed at driving improvements, collaboration, and knowledge sharing.
10. HR Support: Uphold and support HR initiatives and policies.
11. Team Culture: Cultivate a positive team environment and enhance mentoring, with assistance from Senior Technical Consultants acting as buddies/mentors.

What you’ll need

1. Experience: Minimum of 3 years in a commercial IT services environment, preferably within an ITIL framework.
2. Leadership: At least 3 years of experience in leading and managing teams.
3. Respect and Empathy: Demonstrated ability to earn respect from colleagues by balancing leadership responsibilities with empathy and understanding.
4. Customer Interaction: Proven experience in a user/customer-facing environment, with excellent communication skills and the ability to manage user expectations effectively.
5. ServiceNow Knowledge: Understanding or awareness of the ServiceNow platform.
6. Communication Skills: Ability to communicate effectively at all organisational levels, both internally and externally, with strong skills in managing expectations. Excellent written communication skills.
7. Organisational Skills: Highly organised and structured, capable of managing workloads during busy periods.
8. Ownership: A proactive approach to taking ownership of issues and seeing them through to resolution.
9. Continuous Improvement: A commitment to continually reviewing processes, identifying root causes, and finding opportunities for improvement.

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.