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Operations Manager (ServiceNow)

Service Delivery



  • Develops and owns the process for recording stakeholder requirements
  • Manages the utilization and priorities of the SNOW team (team size c10)
  • Engaging external consultants/suppliers as needed
  • Acts as single point of contact for SDMs and PMs regarding new and existing implementations
  • Builds and owns the SNOW Service Catalogue
  • Identifies key skill requirements within the SNOW team and works with the team manager to close any gaps
  • Monitor Income vs. Costs to ensure delivery to agreed profit margins, understanding the underlying commercial contracts and requirements
  • Develops creative solutions to resolve stakeholder issues
  • Creates and maintains operational dashboards and reports to demonstrate the performance of the team and to identify areas of improvement
  • Identifies and drives continuous improvement initiatives to increase team effectiveness and customer satisfaction.


Qualifications and Experience


  • Bachelor's degree in a relevant discipline or equivalent work experience

Mandatory skills: 

  • Minimum of 5 years of experience of complex management activities including supplier management and the delivery of complex IT services to customers
  • Proven track record of driving efficiency and utilization in service operations and delivering continuous service improvement
  • Strong financial and commercial awareness
  • Direct experience in managing staff and budgets
  • Outstanding management, interpersonal, communication, organizational and decision-making skills
  • Strong negotiation skills
  • Advanced problem-solving skills
  • Flexibility to adjust to multiple demands, shifting priorities and rapid change
  • Ability to deal efficiently with escalations and difficult situations/people under pressure
  • Excellent written and verbal communication skills in English (C1 level or better).





Additional Information

Desirable skills:

  • ServiceNow experience from both an implementation and support perspective
  • Previous line management experience

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