IT Service Delivery Executive

1 day ago

Makati City, National Capital Region, Philippines beBeeDirector Full time $90,000 - $120,000
ServiceNow Operations Director

Lead a team of professionals delivering managed services for ServiceNow solutions, overseeing support, enhancements, and optimization across IT service management platforms.

This role is responsible for ensuring high-quality service delivery, meeting service level agreements, and driving client satisfaction in large enterprise environments. The operations director will manage end-to-end operations, including incident resolution, service request fulfillment, platform upgrades, and cloning activities, while fostering team performance, stakeholder collaboration, and alignment with strategic business objectives.

Key Responsibilities:
  • Oversee the delivery of ServiceNow managed services, ensuring timely resolution of incidents, service requests, and change requests while maintaining SLAs
  • Lead, mentor, and manage a team of professionals, including ServiceNow consultants, developers, administrators, and support engineers, fostering a high-performance culture and ensuring skill development.
  • Manage daily operations, including incident and problem management, service request fulfillment, knowledge base maintenance, and performance monitoring, ensuring operational efficiency and client satisfaction.
  • Direct monthly cloning activities, patch management, and bi-annual ServiceNow platform upgrades, ensuring minimal disruption and compatibility with integrations (e.g., SAP, Active Directory).
  • Act as the primary point of contact for leadership and stakeholders, conducting executive reviews, presenting performance metrics, and aligning service delivery with strategic goals.
  • Manage budgets, resource allocation, and vendor relationships, optimizing costs while ensuring adequate staffing for support and enhancement projects.
  • Drive adoption of ServiceNow advancements (e.g., Now Assist GenAI, Predictive Intelligence) and implement best practices to enhance service quality, automation, and client experience.
  • Identify and mitigate delivery risks, ensure quality control through code reviews and testing, and maintain comprehensive documentation for all managed services activities.

Qualifications: Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field; 15+ years of experience in IT service delivery, with at least 5 years in a leadership role managing ServiceNow or similar enterprise platforms. Proven track record of leading teams of 40+ members in managed services, including support, enhancements, and platform maintenance.

Required skills and qualifications:

  • Expertise in managing integrations using REST, SOAP, and ServiceNow IntegrationHub
  • Knowledge of security and compliance features in ServiceNow deployments
  • Familiarity with AI-driven features for operational insights and automation
  • Strong understanding of ITIL processes and their application in ServiceNow
  • Exceptional leadership and team management skills, with ability to motivate and guide a diverse team
  • Strong stakeholder management and communication skills, capable of engaging with C-level executives and cross-functional teams

Benefits include professional growth opportunities, collaborative work environment, and competitive compensation package.

Seniority level: Director

Employment type: Full-time

Job function: Accounting/Auditing, Consulting, and Information Technology

Industries: Accounting, IT Services and IT Consulting, Business Consulting and Services

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