Servicenow Service Delivery Manager

Bounteous x Accolite makes the future faster for the world's most ambitious brands. Our services span Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing. We are guided by Co-Innovation, our proven methodology of collaborative partnership.  
Bounteous x Accolite brings together 5000+ employees spanning North America, APAC, and EMEA, and partnerships with leading technology providers. Through advanced digital engineering, technology solutions, and data-driven digital experiences, we create exceptional and efficient business impact and help our clients win. 
JOB DESCRIPTION The act of hiring is not simply to up the headcount or to fill a seat quickly. When we hire at Bounteous, it is to add to our interpersonal dynamics and choose the right person to impact, collaborate, commit, inspire, and grow alongside our tenured teams. Bounteous boasts a long-standing track record of ideating, innovating, and implementing award-winning solutions and driving best-in-class results. Our success starts with hiring the right people, in the right roles, at the right time to strategize, analyze, design, engineer, and market for some of the world's biggest brands. Currently, Bounteous is searching for a ServiceNow Service Delivery Manager to add to our fast-growing Managed Services Delivery team. Successful candidates have a demonstrated history and the gravitas to truly partner with clients and lead all types of managed services efforts including infrastructure and application managed services as well as IT Service Management practice enhancements and continual improvement initiatives.  Candidates should have at least 8 years' experience working in Managed Services organizations working on ServiceNow engagements. You will be responsible for prioritizing, guiding, and directing practice area teams to provide exceptional support to our managed services clients.   Responsibilities: · Acts as the liaison between customers and Technical Service Delivery teams · Builds and manages customer relationships and stives for highest level of customer satisfaction · Customer's single point of contact for escalations and communication focal point for satisfaction issues · Knowledgeable of all managed service offerings and represents all services to the customer · Manages a customer satisfaction program consisting of periodic solicitation of customer feedback and development of action plans designed to improve the service experience · Leads and manages Quarterly Business Review (QBR) program for assigned customers. This includes reviewing, auditing delivery performance and preparing presentations and documentation as needed · Oversees client-specific projects · Drives and manages Root Cause Analysis efforts with any service failures and communicates resolutions back to affected customers · Supports and manages customer related projects as needed · Presents Monthly Service Level Agreement (SLA) reporting and performance review · Brings a comprehensive understanding of Managed Services, IT Service Management (ITSM) and the ITIL Framework · Promotes Managed Services across Bounteous and to our clients to enhance understanding of ITSM and how it co-creates value · Reports to Delivery Director and heavily interacts with service delivery coordinators, process analysts, technical leaders, and engineers to accomplish the delivery of managed services to our clients · Supports Bounteous internal ITSM process and best practices, following ITIL-aligned workflows and processes to facilitate inter-team communications and meet client requirements · Collaborates with stakeholders to establish effective Service Level Agreements (SLAs) designed to ensure client satisfaction by adding value to the service, and managing service performance against agreed SLAs and KPIs (key performance indicators) · Account Management – works closely with Client Services to provide tools and documentation needed to effectively manage Managed Services clients · Ensures a high level of customer communication including leading service review meetings, managing customer expectations, and working to ensure customer delight · Attends P1 bridge calls and provide Major Incident Management if the MIM is unavailable · Escalates to the Delivery Director for major client service impacts · Excellent written and verbal communications skills enabling communication amongst the program teams, client stakeholders, and senior management · Well-versed in and easily shifts between business and technical discussions · Understands the technologies used to provide services including synthetic monitoring, patch management, Infrastructure as Code, automation tools, cloud dashboards and log collectors · Ability to resolve conflicts in a mature, productive, and positive manner Qualifications: · BS/BA in relevant program, or equivalent work experience · 8+ years managing clients in a Managed Services organization · 5+ years of Managed Services/ITSM experience of progressively increased responsibility · Experience with managed services for ServiceNow operations - Mandatory · Experience in ServiceNow in the areas of ITxM (ITSM, ITAM), CMDB, Procurement, Request Management, Workflows/flows with ServiceNow applications - Mandatory · Experience of managing ServiceNow teams working on both KTLO as well as the Delivery of Enhancements – Mandatory · Prior experience of working in an onshore / offshore model · Monitor and analyze platform performance metrics to identify areas for improvement and implement enhancements · Work with multiple teams simultaneously and manage distributed/remote team members · Experience coaching and developing Managed Services team members · ITIL v3/4 Foundation · In-depth understanding of digital technologies  · Experience in both Confluence/Jira · CSM and PMP certifications are a plus
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Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and intelligence, and possess a technical knack (even if you're missing some of the above), we encourage you to apply.
Bounteous x Accolite is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring to Bounteous x Accolite. Bounteous x Accolite does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law.
In addition, you have the opportunity to participate in several Team Member Networks, sometimes referred to as employee resource groups (ERGs), that host space with individuals with shared identities, interests, and passions. Our Team Member Networks celebrate communities of color, life as a working parent or caregiver, the 2SLGBTQIA+ community, wellbeing, and more. Regardless of your respective identity, there are various avenues we involve team members in the Bounteous x Accolite community.
Bounteous x Accolite is willing to sponsor eligible candidates for employment visas.