ServiceNow Operations Manager

Hexaware is hiring ServiceNow Operations Manager @ McLean, VA. Interested candidates may apply here.

Role: ServiceNow Operations Manager

Job Location: McLean, VA

Job Type: Fulltime/Contract (Lomg Term)

Work Type: Hybrid (3 days Onsite & 2 days remote)

Need candidates who are Local to McLean (OR) willing to relocate to McLean.

Experience: Minimum 10 Years of total IT and atleast 2 years ServiceNow Experience

Role Overview:

Service Management Operations Lead, a self-driven individual who would be accountable for managing & driving development & operations of one or more ServiceNow platform applications.

Examples could be to implement various ITIL® processes utilizing tools like ServiceNow® etc., service catalog transformation, event management and ITOM implementations, continuous service improvement, dashboard and metrics reporting via ServiceNow performance analytics.

Job Description:

• Collaborating with stakeholders to assess project requirements, review strategies, Drive decision, implementation and governance.
• Managing several key/strategic projects at any given point in time preferably for ITSM, ITOM etc.
• Stakeholder Management (internal/ client) up to the Director/ VP career stage while ensuring high levels of client satisfaction.
• Handling commercial acumen i.e., Estimation, Budgeting, Earned Value Analysis, Maintaining GM & OI at Program Level with alignment and understanding of contracts.
• Maintaining strong business communication, presentation and conflict management
• Maintaining and delivering quality metrics, burn down charts, progress and status reporting at Portfolio Level
• Managing relationships & status reporting within the organization, with clients & applicable third parties
• Managing internal and external dependencies for the projects/ program
• Create and track a plan to deliver the program goals, including the technical implementation plan
• Manage dependencies across platform and technology teams to deliver transparency and visibility for key deliverables
• Build positive relationships with supplier partners & external stakeholders to deliver software, co-ordinate rollouts or installations, or professional services
• Scope (requirements)/ backlog management, quality management and risks and issues management
• Driving continuous improvement, defect prevention/ change journeys as part of a delivery engagement

• Create & manage end-to-end program plans
• Experience in managing large teams and comfortable working in a matrix organization.
• Manage overall program schedules, budget, resources etc.
• Accountable for end-to-end delivery of overall program
• Accountable & lead to deliver agreed solutions with agreed quality
• Manage overall program risk tracking process
• Monitor and manage overall program scope
• Foster partnership with customers/stakeholders/sponsors

Desired Skills/Requirements:

• 10-12 years of experience in ServiceNow operations / Program/Project management experience in IT out of which at least 3-4 years of ServiceNow support operations experience
• ITIL® or ITSM certifications preferred.
• Strong skills in metrics / SLA and reporting various other metrics via ServiceNow performance analytics.
• Exposure to Service Management tools like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow® or Summit is preferred)
• Detail-oriented
• Thrives in collaborative environment
• Strong oral and written communication skills with the ability to communicate technical information in non-technical language
• Proven people management skills for 10+ team size
• Ability to work with all levels of client and internal resources.
• Ability to organize, delegate, and leverage resources to accomplish objectives
• Supervisory skills and the ability to leverage support from other parts of the organization
• Experience of performing large amount data analysis
• Business & IT strategy experience
• Customer-focused mindset
• Strong customer service orientation
• Passion for analyzing problems, designing creative solutions
• Close attention to detail and accuracy
• Deadline driven and results oriented
• Flexible attitude and ability to interact with a diverse business user community and changing environment; comfortable with and excited about being part of the driving force behind organizational change management