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ServiceNow Delivery Manager
Auckland
Job No. 11488812
Full-time
Job Description
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 738,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Learn more about how we are measuring value in all directions with Accenture's 360 degree Value Integrated Reporting.
Join a pioneering force in digital transformation – Accenture's ServiceNow Business Group
As one of only 5 Global Strategic Partners with ServiceNow, we empower diverse clients to conquer challenges and unleash their full potential, and then some. Across ANZ, we fuse innovation and cutting-edge tech to deliver seamless, interactive experiences that exceed expectations. Our unique approach thrives on passion and purpose, nurturing employee ideas from conception to real-world solutions.
Your impact resonates globally, and we nurture your growth through training and certifications. Ready to shape a meaningful career? Join us today.
Qualifications
What will you do?
As a ServiceNow Delivery Manager at Accenture, you will lead and oversee the successful delivery of ServiceNow Managed Services to our clients. In this role, you will play a critical part in ensuring the consistent and efficient operation of our clients' ServiceNow environments, providing them with high-quality support, continuous improvements, and optimal value realization. Your expertise in ServiceNow and strong leadership skills will be instrumental in managing a dedicated team and collaborating with clients to achieve their operational goals.
Key Responsibilities:
Lead and manage a team of ServiceNow experts responsible for providing managed services, support, and enhancements to clients' ServiceNow instances.
Drive operational excellence by establishing service-level agreements (SLAs), key performance indicators (KPIs), and quality standards for service delivery.
Develop and nurture strong relationships with client stakeholders, acting as the main point of contact for ServiceNow Managed Services.
Collaborate closely with clients to understand their evolving needs, challenges, and objectives, ensuring that services are aligned with their business goals.
Oversee the day-to-day operation and maintenance of clients' ServiceNow instances, ensuring system stability, performance, and security.
Plan and coordinate regular upgrades, patches, and enhancements to keep the ServiceNow environments up to date.
Identify opportunities for process improvements, automation, and innovation within clients' ServiceNow environments to enhance operational efficiency and user experience.
Work closely with clients to recommend and implement best practices and new functionalities.
Lead the resolution of escalated incidents, issues, and service requests, ensuring timely and effective resolution while maintaining a high level of client satisfaction.
Collaborate with technical teams to troubleshoot complex problems and coordinate solutions.
Qualifications:
Proven experience (6+ years) in managing ServiceNow Managed Services or similar IT service delivery roles.
In-depth understanding of ServiceNow platform capabilities, functionalities, and modules.
ServiceNow certifications, particularly in IT Service Management, are highly desirable.
Strong leadership and team management skills, with a track record of leading successful service delivery teams.
Excellent client-facing skills, with the ability to build and maintain strong relationships.
Solid problem-solving, analytical, and communication skills.
Experience in creating and monitoring SLAs, KPIs, and quality standards for service delivery.
Familiarity with ITIL practices and IT service management frameworks.
Ability to effectively manage multiple priorities and navigate complex client environments.
