Track Lead - ServiceNow, IT Service Management

Job Summary

Job Description – Regional Service Manager • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand • Exceling in the customer relationship • Developing a deep understanding of projects to gain insights into the scope of service delivery • Monitoring and managing all the contractually in-scope work • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery • Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Key Responsibilities

Performance and Quality Management • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades • Providing accurate and regular reports to the management on performance of the service delivery • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Skill Requirements

• Service Delivery Manager Skills • Proven hands-on experience of 12+ years as Service Delivery Manager • Operational ability to handle technical discussions across domains, including but not limited to Workplace, Cloud & Compute, Cybersecurity, Gen AI etc.
• Excellent verbal and written communication skills in English and French • Proficiency in leading both physical and virtual teams • Experience in dealing with third-party-provided services • Operational ability in a diverse, large-scale environment • Exceptional customer-facing skills • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery • Mastery of ITIL (Information Technology Infrastructure Library) principles • Expertise in people management and leadership • Strong organizational skills • Capacity to train and guide junior team members • Ability to manage and prioritize tasks efficiently • Solid resource planning and problem-solving skills • Readiness to demonstrate a proactive attitude

Other Requirements

Job Role : Track Manager

• Service Now, IT Service Management

Job Description : RSM – Regional Service Manager

Cluster : IT Service Management