ServiceNow ITSM Operations

Operate within a ServiceNow-based IT Service Management environment, ensuring effective execution of core ITSM processes including:

Incident Management
Problem Management
Change Management
Request Management
Knowledge Management

Ensure ServiceNow workflows, ticket management processes, and reporting mechanisms are consistently followed by operational teams.

Monitor incident trends, service request volumes, and operational performance using ServiceNow dashboards and reports.

Drive operational improvements through ServiceNow workflow optimisation, automation initiatives, and knowledge base enhancements.

Incident, Problem & Change Management

Ensure effective execution of incident, problem, and change management processes.

Drive timely resolution of incidents and ensure escalation procedures are followed for major incidents.

Lead root cause analysis activities and coordinate corrective actions to prevent recurring service disruptions.

Ensure change activities are properlygoverned and executed with minimal operational impact.

Resource and Capacity Management

Oversee resource allocation and capacity planning to ensure optimal service delivery and performance. Ensure resource adjustments are made in response to forecasted demand and workload trends.

Client & Stakeholder Engagement

Act as the primary operational contact point for client stakeholders regarding day-to-day service delivery matters.

Conduct regular service reviews with clients, providing insights into operational health, upcoming changes, and performance metrics. Build and maintain strong relationships with client stakeholders, acting as an advisor and advocating for client needs internally.

Coordinate with internal teams to ensure service adjustments meet evolving client requirements.

Operational Performance & FAR Support

Support the achievement of contractual Fee-At-Risk (FAR) performance objectives by ensuring operational service delivery meets defined service efficiency and automation adoption targets.

Monitor and manage operational performance indicators that contribute to FAR outcomes, including:

ticket deflection rates
first contact resolution (FCR)
mean time to resolution (MTTR)
service request fulfillment efficiency

Ensure operational teams adopt ServiceNow automation, knowledge management, and AI-assisted service capabilities to improve service efficiency.

Provide operational performance insights and reporting to the Service Delivery Director to support FAR performance governance and service improvement initiatives.

Operational Reporting & Governance

Produce regular operational reports covering:

SLA and XLA performance
Incident trends
Service request volumes
Operational metrics and service health

Ensure accurate documentation of operational procedures, knowledge articles, and incident records.

Support service governance meetings and operational review forums.

Continuous Service Improvement

Identify opportunities to improve service delivery through process optimisation, automation, and knowledge management improvements.

Support adoption of AI-assisted service capabilities, including ServiceNow Now Assist, predictive intelligence, and digital employee experience (DEX) insights.

Drive operational initiatives that improve service efficiency, resolution speed, and user experience.

Qualifications

. Bachelor's degree in computer science, Information Technology, or a related discipline.

. Minimum 7 years of experience in IT service delivery or managed services environments.

. Experience managing large operational service teams of approximately 30-40 personnel.

. Strong operational experience working within ServiceNow-based ITSM environments

. Experience operating within ITIL-based service management environments, with exposure to automation and AI-assisted service capabilities to improve operational efficiency and service outcomes.

. Experience delivering services within enterprise or public sector environments is advantageous.

Certifications

. ITIL v4 Foundation (Required)

. ServiceNow certifications are advantageous.

Technical Expertise

. Strong working knowledge of ServiceNow ITSM platform operations

. Experience with Digital Employee Experience platforms such as:

o Tanium DEX

o Nexthink

o 1E Tachyon

. Experience with endpoint and device management tools such as Microsoft Intune.

. Familiarity with monitoring platforms such as Azure Monitor, CloudWatch, or equivalent.

. Experience in cost management, budget tracking.

. Familiarity with AI-assisted service capabilities and automation frameworks such as ServiceNow Now Assist, Agentic AI, and Digital Employee Experience (DEX) platforms to improve service efficiency.

Skills

. Strong operational leadership and team management skills

. Strong understanding of ITIL service management processes and operational process governance.

. Excellent stakeholder management and communication skills

. Strong analytical and problem-solving abilities

. Ability to manage service operations in high-volume enterprise environments

Service Delivery Manager