KDN ServiceNow Delivery Director

About the Role :

Our client is a provider of Audit, Tax, and Advisory services.

Responsibilities

• Service Delivery Leadership : Oversee the delivery of ServiceNow managed services, ensuring timely resolution of incidents, service requests, and change requests while maintaining SLAs
• Team Management : Lead, mentor, and manage a team of 40+ professionals, including ServiceNow consultants, developers, administrators, and support engineers, fostering a high-performance culture and ensuring skill development.
• Operational Oversight : Manage daily operations, including incident and problem management, service request fulfillment, knowledge base maintenance, and performance monitoring, ensuring operational efficiency and client satisfaction.
• Platform Maintenance and Upgrades : Direct monthly cloning activities, patch management, and bi-annual ServiceNow platform upgrades, ensuring minimal disruption and compatibility with integrations (e.g., SAP, Active Directory, QMIS).
• Stakeholder Engagement : Act as the primary point of contact for leadership and stakeholders, conducting executive reviews, presenting performance metrics, and aligning service delivery with strategic goals.
• Financial and Resource Management : Manage budgets, resource allocation, and vendor relationships, optimizing costs while ensuring adequate staffing for support and enhancement projects.
• Continuous Improvement : Drive adoption of ServiceNow advancements (e.g., Now Assist GenAI, Predictive Intelligence) and implement best practices to enhance service quality, automation, and client experience.
• Risk and Quality Assurance : Identify and mitigate delivery risks, ensure quality control through code reviews and testing, and maintain comprehensive documentation for all managed services activities.
• Training and Knowledge Transfer : Ensure ongoing training for team members and end-users, promoting adoption and proficiency in ServiceNow modules.

Requirements

Certifications

o Certified Implementation Specialist ITSM

o Certified Implementation Specialist Customer Service Management

o Certified Implementation Specialist Human Resources

o Certified Implementation Specialist Risk and Compliance

o Certified Implementation Specialist Security Operations

o Certified Implementation Specialist Strategic Portfolio Management

Work Setup :

Shift : Morning shift

Setup : Hybrid

Location : Makati, PH

By Applying, you give consent to collect, store, and / or process personal and / or sensitive information for the purpose of recruitment and employment may it be internal to Cobden & Carter International and / or to its clients.