ServiceNow Service Delivery Manager

To excel as a ServiceNow Service Delivery Manager at Bounteous x Accolite, you should possess a BS/BA in a relevant field or have equivalent work experience. A minimum of 8 years managing clients in a Managed Services organization and at least 5 years of experience in Managed Services or ITSM, specifically focusing on ServiceNow operations, is mandatory. Additionally, familiarity with ITIL frameworks, previous experience with client management, and the ability to navigate business and technical discussions are critical for success in this role.

As a ServiceNow Service Delivery Manager at Bounteous x Accolite, your key responsibilities involve serving as the primary liaison between clients and technical teams, managing customer relationships to ensure maximum satisfaction. You will also oversee customer feedback programs, drive Quarterly Business Reviews (QBRs), handle escalations, and lead service-related projects. Furthermore, your role includes promoting Managed Services, developing best practices rooted in ITSM, and collaborating with stakeholders to create effective Service Level Agreements (SLAs) to meet client needs.

At Bounteous x Accolite, the company culture is built on inclusivity, collaboration, and innovation. As a ServiceNow Service Delivery Manager, you will be encouraged to bring your authentic self to work and contribute your unique perspectives. The environment supports continuous learning and development, allowing you to engage with diverse team members from various backgrounds. Bounteous x Accolite champions diversity in the workplace, fostering an open culture where everyone’s voice is heard and valued.

For the ServiceNow Service Delivery Manager position at Bounteous x Accolite, the expected experience level includes at least 8 years of client management within a Managed Services framework, with a solid 5 years focused specifically on Managed Services and IT Service Management. Direct experience working with ServiceNow, particularly in ITxM areas like ITSM and configurations, along with prior experience in coaching teams and managing distributed members are essential qualifications to meet the role’s challenges.

Absolutely! The ServiceNow Service Delivery Manager role at Bounteous x Accolite opens up numerous avenues for career advancement. By demonstrating leadership in managing customer relationships and delivering exceptional service, you position yourself for potential growth within the organization. Additionally, the company provides various training opportunities and resources to help you develop new skills, which can facilitate your movement into higher-level management roles or specialized positions within IT Service Management or other technology domains.

In the role of a ServiceNow Service Delivery Manager, prioritizing client satisfaction starts with understanding the client's needs and expectations. I ensure regular communication with clients to gather feedback and address any concerns proactively. Establishing clear Service Level Agreements (SLAs) is crucial, as is conducting Quarterly Business Reviews to demonstrate our commitment to their success. Utilizing client feedback to drive continuous improvement initiatives also plays a significant role in maintaining high satisfaction levels.

My experience with ServiceNow spans several years, particularly in implementation and operational management. I have worked extensively in IT Service Management (ITSM) processes, including incident management, change management, and configuration management. This hands-on experience will enable me to effectively manage teams working on ServiceNow and drive enhancements, ensuring that we deliver exceptional service on behalf of our clients at Bounteous x Accolite.

Handling escalations in managed services requires a calm, solution-oriented approach. First, I assess the situation to understand the root cause of the escalation. Next, I communicate transparently with the client, providing regular updates on progress. It is crucial to involve the right technical teams promptly to resolve the issue, and after resolution, I ensure to follow up with the client to restore their confidence in our services.

Maintaining successful client relationships centers on clear, consistent communication and trust. I regularly schedule service review meetings to discuss performance, gather feedback, and address any concerns that may arise. Additionally, I take the time to understand each client's business, challenges, and objectives, which allows me to customize our services to better align with their goals. Building rapport through transparency and commitment to service excellence is key.

I understand that investing in team development fosters a culture of excellence. I approach training by conducting regular one-on-one sessions to identify skill gaps and set development goals. Organizing workshops and encouraging team members to pursue relevant certifications are essential practices to enhance their capabilities. Additionally, mentoring plays a crucial role, as it allows me to share insights and foster a collaborative learning environment.

The success of managed services can be gauged through several key metrics, including customer satisfaction scores, Net Promoter Score (NPS), Service Level Agreement (SLA) compliance rates, and incident resolution times. Monitoring these metrics provides insights into performance and helps identify areas for improvement. Regularly analyzing these data points ensures we continuously enhance our service delivery and meet client expectations.

Having a solid foundation in ITIL practices profoundly informs my approach to service delivery. ITIL provides a set of best practices for managing IT services, which allows me to implement standardized processes that align with industry benchmarks. I ensure that my teams operate within the ITIL framework to enhance efficiency and service quality, while also facilitating a common language for communication with clients and stakeholders.

Managing remote teams involves clear communication and leveraging technology to stay connected. I utilize regular video conferences, project management tools, and collaborative platforms such as Confluence and Jira to maintain engagement and transparency. Setting clear expectations and fostering a strong team culture are critical to ensure everyone is aligned and motivated regardless of their physical location.

One of the biggest challenges is balancing client expectations with the operational capabilities of the organization. Addressing unexpected service incidents or changes in client requirements requires adaptability and problem-solving skills. Additionally, managing a diverse team with varying skills and experiences can present its own challenges. My strategy includes maintaining open lines of communication and encouraging collaborative solutions to navigate these hurdles effectively.

To stay updated on the latest trends in Managed Services and ITIL, I actively participate in industry webinars, workshops, and professional groups. Subscribing to relevant publications and following thought leaders on platforms like LinkedIn also helps me remain informed about emerging trends and best practices. Continuous learning is vital in this field, and I make it a priority to integrate new insights into our processes to better serve our clients at Bounteous x Accolite.