ServiceNow Delivery Manager chez GHD

At GHD, we don’t just believe in the power of commitment, we live and breathe it every day.

That’s why we pledge to support and empower our people to make a positive impact when working hand in hand with our business to drive change. We'll empower you with the right technology and training as you bring ideas and projects to life.

Together with your colleagues, clients and partners, you can make an impact that is felt by all. See where your commitment could take you.

Who are we looking for?

We are seeking an experienced ServiceNow Service Delivery Manager. This role contributes to the strategic direction and design of GHD’s enterprise Employee Service Centre and provides leadership in delivering ongoing support and enhancements to the ServiceNow Platform, whilst maintaining platform integrity through governance, and agility and stability through agile and operational excellence.  

Working to build an energetic and high performing team, this role with see you:

• Build and lead a high-performing Service Delivery Team, consisting of scrum masters, developers, admins and Business Analysts
• Provide Leadership, support and guidance to team members, enabling them to achieve goals and delivery quality work
• Ensure ITIL and Agile principles are embedded within the team’s delivery and operational approach and operates within a governance framework
• Act as the primary point of contact for Stakeholders, Functional Leads and escalations
• Conduct Sprint Prioritization Meetings with Stakeholders and Functional Leads
• Oversee ticket queues and ensure appropriate ticket prioritisation based on SLAs and capacity.
• Ensure Agile process ceremonies are performed and provide regular progress updates, risk logs to the Platform Manager
• Apply ITIL best practices to manage incidents, service requests, changes, and problems.
• Drive proactive continual improvement of the SN Platform, agile process and operational activities through metrics and feedback
• Collaborate with cross-functional teams including developers, Business Analysts, testers, and Product Owners
• Maintain relationships with Service Now Customer Success Teams and Professional Services
• Participate in governance forums, produce operational metrics, and maintain compliance 

What you will bring to the team: 

• Bachelor's degree in Computer Science, Information Systems or demonstrated experience to meet the key skills and competencies
• 5+ years in ServiceNow, strong ITSM, ITOM, CMDB, Integrations background 
• 10+ years in leading Delivery Teams or similar Agile/Operations Teams
• Excellent Stakeholder Management and Prioritization
• Experience in developing and implementing systems, processes and procedures to meet business requirements end-to-end
• Experience integrating a wide range of platforms and business applications
• Relevant Industry certifications such as ITIL, ServiceNow CSA, ServiceNow CIS, etc.
• A positive approach to Continual Improvement and Advocacy of ServiceNow
• Experience in AI implementations a bonus

Interested? Apply now!

Contact: Lloyd Hall-Towers

GHD is an equal opportunity employer, and we want everyone to be able to fully participate in our recruitment process. We value a diverse workforce and an inclusive culture. We encourage applications from Aboriginal and Torres Strait Islander peoples and people of all identities.

GHD embraces hybrid work arrangements to create a work environment focused on well-being, flexibility, and productivity where our people can thrive. This supports the diverse needs of our workforce while balancing the benefits of remote working with the value of face-to-face collaboration in the office.

We respectfully ask that no agency resumes be presented at this stage.

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