ServiceNow Incident Managers
ServiceNow Incident Managers
Posted on :
26-05-2025
Employer Active
1 Vacancy
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Job Description
Position Overview
The IT Incident and Service Delivery Manager is responsible for coordinating and delivering IT Services to ensure that they are stabilized and optimized to drive positive customer experiences and extreme satisfaction. This role manages the process to restore normal service operations as quickly as possible to minimize the impact to business operations. Continuous improvement of service delivery is key while leveraging best practices according to the ITIL framework.
Essential Duties
Minimum Qualifications
Preferred Qualifications
The IT Incident and Service Delivery Manager is responsible for coordinating and delivering IT Services to ensure that they are stabilized and optimized to drive positive customer experiences and extreme satisfaction. This role manages the process to restore normal service operations as quickly as possible to minimize the impact to business operations. Continuous improvement of service delivery is key while leveraging best practices according to the ITIL framework.
Essential Duties
- Include but are not limited to the following:
- Improve Service Quality and Customer Satisfaction by implementing service improvement initiatives.
- Work in conjunction with all IT and HR Support functions to devise and deliver solutions to enhance the quality and service delivery of IT Support Services.
- Develop and maintain support documentation in a central knowledge repository.
- Own the incident escalation process for live outages to rapidly resolve critical IT issues and ensure effective communication with stakeholders and the business to keep them informed of resolution progress.
- Lead all investigation activities to support Major Incidents.
- Ensure customer satisfaction by successfully managing service level targets reviewing and responding to user feedback (Incident Surveys) and identifying and recommending areas of improvement.
- Identify recommend and create end-user communication to improve technical competency and self-sufficiency.
- Identify root cause problem areas from reoccurring incidents and drive resolution or workaround.
- Manage the life cycle of Problem records from Incident to post-incident review investigation owning the process of seeing this through to permanent problem resolution and closure.
- Employ superb customer service and relationship-building skills and experience working directly with cross-functional teams stakeholders and internal customers.
- Owns company-wide Incident Communication Process Uphold company mission and values through accountability innovation integrity quality and teamwork.
- Support and comply with the companys Quality Management System policies and procedures.
- Maintain regular and reliable attendance.
- Ability to act with an inclusion mindset and model these behaviors for the organization.
Minimum Qualifications
- Associates degree in a technical or field related to essential duties; or High School Degree/General Education Diploma and 2 years of relevant experience as outlined in the essential duties in lieu of an Associates degree.
- Strong verbal and written communication skills and problem-solving skills.
- Strong interpersonal skills to build relationships with customers and stakeholders.
- 3 years of relevant experience with Incident Problem Management as well as process improvement in a technology organization or an equivalent combination of education and experience both within a process area and IT Service Management tools.
- Strong understanding of Incident management (P1/P2) and Problem Management.
- Ability to work in challenging ambiguous environments and pivot quickly as needed.
- Ability to work across functional areas to drive continuous improvement.
- Works independently with little oversight and direction
- ITIL Certified.
Preferred Qualifications
- Experience with ServiceNow ticketing software.
- Experience working in a multi-domain environment.
Required Experience:
Manager
Employment Type
Contract
Key Skills
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