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    ServiceNow Operations Manager - New York, United States - Hexaware Technologies

    Hexaware Technologies
    Hexaware Technologies New York, United States

    2 weeks ago

    Default job background
    Technology / Internet
    Description
    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
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