DevOps Service Delivery Manager, IT Service Management

DevOps Service Delivery Manager, IT Service Management

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Company Overview:
A global information technology firm, specializing in building repeatable solutions (products) that are easy to maintain and loosely coupled using today’s technologies along with automation.
The organizational goal is to help customers modernize their existing business systems by leveraging best of the breed modern technologies, thus allowing them to maintain their leadership in their respective areas.

Position Overview:
The ITSM Service Delivery Manager position is responsible for leading the ITSM DevOps team in designing and delivering IT Service Management solutions. You will be expected to lead and develop a high performing team to deliver a transforming customer experience while ensuring the highest levels of quality and system availability are attained within the platform, with a primary focus on ServiceNow

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As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers' digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems.
The successful candidate for this position must be a proven self-starter with the ability to manage multiple priorities for various stakeholders.

Essential Duties and Responsibilities:

• Provides overall management of Service Delivery and DevOps activities across multiple ITSM capabilities. People leader for a team of colleagues and contractors, including planning, assigning, and leading efficient usage of resources
• Leads and mentors engineering, DevOps teams through ongoing development efforts with formal people-leadership responsibilities
• Responsible for leading technical aspects of software development for assigned applications including design, developing prototypes, and coding assignments Partners with customers and other internal teams and technical product managers to deliver improvements to the platform
• Establish and accepts responsibility for engineering practices across teams for example the code review, build and release process and the effectiveness of the retrospective
• Collaborates with leadership across teams to define solutions, technical implementation to drive software maturity and practices
• Develop team's strategy and prioritize technology initiatives
• Ensure frictionless CI/CD pipeline from the teams
• Able to effectively communicate the concerns and capacity of the team to stakeholders
• Ensures that relevant IT Service Management (ITSM) processes are sustained (e.g. incidents and problems by classifying, prioritizing, resourcing, remedying and that preventative measures are taken to avoid re-occurrence)
• Monitors problem, change and incident queues, implementing compliance with capability, root cause analysis and change quality targets

Position Requirements/Qualifications:

• 5+ years of IT Service Management experience including specific experience with ServiceNow configuration and customization
• 2+ years leadership experience in a complex technical environment and/or comparable experience
• Experience with agile software development methodologies and practices such as Scrum/Kanban, iterations, user stories
• Proficient in the common types of software development life cycle

Education/Experience:

• Bachelor's Degree in Computer Science, Computer Science Engineering, or related experience required
• Ability to clearly communicate and collaborate well with technical and nontechnical partners
• Able to assess and interview team members to identify and develop talent
• Ability to influence technological growth across teams
• Requires knowledge across multiple business and technical environments, covering a variety of business functions and capabilities
• Embraces a customer focused mindset
• Able to challenge the status quo and drive creative ideas and solutions
• Carries out systematic and rational analyses to identify the root cause of problems
• Ability to set priorities and multi-task in a fast-paced environment
• Recognizes the importance of teamwork to achieve objectives and can adapt to change easily
• Knows when to escalate decisions and when to make on the spot decisions
• Demonstrated analytical thinking and adaptive communication