Servicenow Service Delivery Manager (Remote)

DESCRIPTION

As a member of our ServiceNow Services team, you will have the opportunity to directly influence the growth of our practice as we look to expand our services across other healthcare organizations. You will work in partnership with our leadership and sales teams to support our customers and prospective customers with your in-depth understanding of ServiceNow and our services to best position solutions to the challenges our customers face. This role is a permanent, internal leadership position within Optimum Healthcare IT.

ESSENTIAL FUNCTIONS (Other duties may be assigned).

• Oversee a team of 10-12 ServiceNow delivery consultants focused on business process consulting, business analysis, and engagement management.
• Participate in client engagements delivering business process guidance to customers in support of processes facilitated by the ServiceNow platform.
• Research, document, and assess client landscape covering people, process, technology, and partners.
• Identify business objectives to develop process improvements against targets.
• Provide prescriptive guidance per industry best practice around core areas such as SPM, ITSM, HRSD, and ITIL.
• Support clients in documentation and implementation of specific changes to align with prescriptive guidance around key process areas.
• Support project teams in delivery of customer workshops with documented processes key to project scope.
• Maintain a billable percentage of 50% or greater.
• Operate effectively within Agile, Waterfall, and hybrid project environments.
• Develop training materials relevant to process optimizations and associated scope.
• Maintain active status on all certifications.

EDUCATION/EXPERIENCE REQUIREMENTS

• 8+ years of client-facing experience supporting business transformation through technology.
• 5+ years of business process consulting or engagement management.
• 4+ years of ServiceNow platform experience
• Ability to conduct calls with customers independently in support of business process consulting efforts.
• Ability to keep a client’s business goals at the forefront of the conversation and articulate process decision impacts to scale, effectiveness, and achievement of objectives.
• Certifications a plus: PMI-PBA, ITIL beyond foundations, Lean Six Sigma, etc.
• Healthcare industry experience a strong plus

WORKING ENVIRONMENT/PHYSICAL REQUIREMENTS

• Up to 10% Travel