Senior Manager, Employee Services Product Delivery

The Senior Manager, Employee Services Product Delivery at NYCHA is responsible for leading the day-to-day operations of the ServiceNow implementation. This includes managing a nine-member platform team, overseeing the development and integration of new features, and ensuring technical governance for all solutions deployed. The role also involves close collaboration with cross-functional teams to identify system deficiencies, recommend viable solutions, and engage in continuous improvement processes.

To qualify for the Senior Manager, Employee Services Product Delivery position at NYCHA, candidates should have a baccalaureate degree in a relevant field such as computer science or engineering. The role requires either six years of relevant full-time experience in enterprise architecture, solutions architecture, or IT infrastructure systems, or ten years of equivalent experience. A deep technical understanding of ServiceNow and its best practices is essential.

The Senior Manager, Employee Services Product Delivery at NYCHA plays a crucial role in maintaining product quality by owning technical governance and ensuring that all solutions deployed meet high standards. This includes conducting code reviews, monitoring team progress, and identifying any technical debt that needs addressing. Their expertise in ServiceNow configuration principles is vital for balancing customization risks while improving the solution’s efficacy.

A Senior Manager, Employee Services Product Delivery at NYCHA has ample opportunities for professional growth, including involvement in strategic planning for new features and conducting peer reviews. The role also supports continuous improvement through feedback loops and retrospectives, fostering an environment of learning. Working closely with various stakeholders offers exposure to a wider range of technical and managerial challenges.

NYCHA provides a comprehensive benefits package for employees, including medical coverage plans, deferred compensation options, and a defined pension benefit plan through the New York City Employees’ Retirement System (NYCERS). Employees can also take advantage of a diverse work environment committed to inclusion and personal and professional development.

In answering this question, focus on specific projects where you have implemented or upgraded ServiceNow functionalities. Highlight your understanding of configuration versus customization and your ability to lead a team in leveraging the platform’s capabilities to meet organizational needs.

Discuss your strategies for ensuring that solutions adhere to best practices. You might mention conducting regular code reviews, maintaining comprehensive documentation, and establishing coding standards that your team follows to uphold quality.

Explain how you assess the effectiveness of current configurations and workflows. Emphasize your approach to gathering feedback from users, analyzing performance metrics, and working with your team to recommend actionable solutions.

Highlight your leadership style, emphasizing collaboration and communication. Talk about your methods for setting clear goals, monitoring progress, and providing support for team members. Mention how you adapt to team needs to foster an encouraging environment.

Share a specific example where your leadership led to a meaningful enhancement in ServiceNow. Detail the initial challenge, the implemented solution, and the positive impact it had on efficiency or user satisfaction.

Discuss the importance of assessing existing workflows, user needs, and potential impacts on current processes. Talk about how thorough testing and communication with stakeholders plays a vital role in successfully integrating new functionalities.

Explain your approach to professional development, such as attending conferences, participating in webinars, or being involved in ServiceNow user groups. Emphasize your commitment to continuous learning and how you apply this knowledge to benefit your team.

Highlight the importance of maintaining accurate and comprehensive documentation to ensure continuity and clarity for the team. Explain how good documentation facilitates training new members and serves as a reference for future changes.

Discuss the key performance indicators you track, such as user engagement, solution effectiveness, and adherence to timelines. Emphasize the importance of feedback loops and how you use this data to drive continuous improvement.

Illustrate how you work closely with product owners and stakeholders to understand their requirements. Emphasize your methods for prioritizing projects that align with the organization’s strategic objectives, ensuring that your team’s output effectively meets the company’s needs.