Oferta pracy

ServiceNow Service Delivery Manager

Fujitsu Technology Solutions Sp. z o.o.

9 00017 900 gross / mth.
  • Greater Poland

    Greater Poland
  • offer expired a month ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • home office work, hybrid work
  • remote recruitment

Technologies we use

Operating system

About the project

A customer lead is the main contact person for a given customer and ServiceNow instance. Apart from managing the relationship with accounts/customers in terms of services in scope defined, the person would have wider responsibility of being the mentor for a group of service delivery managers and consultants. The role holder should be willing to develop in terms of general technical and ServiceNow knowledge though training that will be provided as well as experience gained and shared with other managers and teams.

Your responsibilities

  • Onboarding customers (being involved in the onboarding activities with customers in close collaboration with the stakeholders and team leaders)

  • Resourcing (together with the team managers the Customer Lead will staff the contract; responsible for the quality of resources assigned to the project, including feedback and improvement plans where necessary in close collaboration with team managers; facilitating Daily Stand up Meetings with the delivery teams; facilitating any other team meetings and improvement meetings)

  • Customer meetings (depending on the contract and/or the need of the customer relevant statutory meetings will be organized. The Customer Lead is the spokesperson during: Support & Business Meetings: The Chairman of the customer meetings – leading the meeting and enabling the discussion between the customer and the customer platform owners/consultants on issues and follow up on current cases;, risk management and gap analysis, process improvements, team feedback and improvements, future outlook. Dev/Scrum/Daily Meeting: Hosting the meeting and facilitating any communication that is necessary. Supporting customer platform owner during the review of ongoing and upcoming stories; overall high-level process support)

  • Ticket and development overall overview (alert the team managers if there are potential problems, risks or escalations; find solutions in collaboration with the team managers for potential escalations; communicate any potential improvements or need for improvements to enable cooperation within Global ServiceNowPractice)

  • Flag and report potential up-sale opportunities for supported client directly to operations managers

  • Manage and mentoring the team of customer leads across the GDC ServiceNow practise

  • Managing stacks (overall overview of all operational activities for each client, making sure that the contract requirements are followed. Close co-operation with customer platform owner)

Our requirements

  • MS Office skills.

  • Fluent English.

  • Experience in support for Service Delivery Management, Junior or Regular role in Service Delivery Management.

  • Knowing ITIL on various processes and service life cycle.

  • Acting as an escalation point between the business and technical delivery to resolving issues.

  • Understanding business outcomes.

  • Monitoring and implementing solutions in collaboration with delivery teams and vendors, ensuring customer needs are understood and translated into operational.

  • Excellent leadership and people management skills.

  • Working under pressure and meeting deadlines.

  • Demonstrating initiative and a proactive approach to daily tasks.

Optional

  • ITIL Foundation Certificate (or/and higher) being an asset/ preferable.

  • Additional training – Agile/Scrum

  • Any ServiceNow experience

  • Experience in sales activities

What we offer

  • MyBenefit platform

  • Private medical healthcare

  • Sport cards

  • Lunch benefits and discounts

  • Group insurance

  • Awards

  • Holiday allowance „Wczasy pod gruszą”

  • Virtual Trainers Team

  • SABA – free of any charge learning platform with e-learning, e-books, courses, and educational materials

  • Introduce a friend

  • Glasses refund

  • Home Office work opportunity

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • extra social benefits

  • holiday funds

  • employee referral program

  • charity initiatives

  • one shorter working day

  • extra leave

  • Online initiatives

Fujitsu Technology Solutions Sp. z o.o.

Fujitsu offices in Poland are located in Warsaw, Łódź and Katowice. In Warsaw we perform sales and client support services. The Global Delivery Center Poland, located in Łódź and Katowice, employs specialists within business areas: Service Desk, Service Management, DX Services, Application & Multi-Cloud Services, Workforce & Workplace Services, Enterprise Cyber Security Services, Business Process Services oraz Program & Project Services.

In Łódź, Fujitsu also employs professionals for Fujitsu Business Services, in the following areas: Finance (P2P, O2C, General Ledger, Project and Contract Accounting, Treasury, Master Data, Bid Finance Team and Product Pricing Office), Supply Chain (Order Management & Procurement), Internal Audit, Assurance as well as HR Service Delivery.

At Fujitsu we firmly believe that technology enables people's happiness and wellbeing. As it plays a more important role than ever before, we must put people at the center of everything that we do. We believe a human-centric approach is the only way to deliver on the promise of the digital.

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