Manager - IT Service Delivery

TITLE: MGR - IT SERVICE DELIVERY
STATUS: EXEMPT
REPORTS TO: DIRECTOR - IT OPERATIONS
DEPARTMENT: IT - SERVICE MANAGEMENT
JOB CODE: 11698

PAY RANGE: $124,800.00 - $140,000.00 ANNUALLY

GENERAL DESCRIPTION:

The Manager – IT Service Delivery will be responsible for overseeing the development, implementation, and management of the ServiceNow platform for internal consumers and the Business System Analyst team. This role entails streamlining IT service management processes, ensuring system efficiency, and fostering cross-functional collaboration to support business goals. Strong leadership, technical expertise, and excellent communication skills are essential for success in this position.

TASKS, DUTIES, FUNCTIONS:

1. Leads and manages the ServiceNow (ServiceHub) platform internal team and the Business System Analysts teams.
2. Escalation point for any user or business stakeholder issues.
3. Establishes and maintains relationships with business units throughout the organization to understand their working environments and platform needs. Recommends and oversees the implementation of technical solutions within the ServiceNow (ServiceHub) platform that support business requirements.
4. Conducts effective resource management for the team. Oversees the assignment of resources to various project and operational tasks.
5. Hires, manages the performance of, and mentors team members. Develops and oversees the implementation of training plans to improve the performance of technical staff at all levels.
6. Oversees project management functions associated with area-specific projects, including analysis, planning, design, implementation, and transition to operations.
7. Onboards legacy applications from the business to IT for access management and technical product ownership.
8. Establishes and maintains relationships with vendors. Oversees the purchasing of software and licensing, and the execution of professional services. Regularly evaluates vendor services against cost to ensure value.
9. Develops and implements the team plan in support of broader Technical Services objectives.
10. Works with business teams to integrate applications with the ServiceNow platform management.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Effective oral and written communication skills required to work with stakeholders and vendors.
2. Must possess sufficient manual dexterity to skillfully operate on-line computer terminal, record machinery, and standard office equipment including adding machine, personal computer, and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: Information Technology, and internal (business) stakeholders.
2. EXTERNAL: Members, vendors and government agencies.
   

QUALIFICATIONS:

1. EDUCATION: Bachelor’s degree in Computer Science, Information Technology, or a related field. Equivalent work experience may be considered in lieu of 4-year degree.
2. EXPERIENCE: Minimum of 5 years of IT role experience, with at least 2 years in a management or leadership position. Preferred at least 4 years experience with the ServiceNow or equivalent platform.
3. KNOWLEDGE/SKILLS:

a. Experience in managing ServiceNow projects, including planning, execution, and delivery within defined timelines and budgets.

b. Proven ability to lead and mentor a team, manage projects, and work collaboratively across departments.

c. Proficiency in ServiceNow administration and development.

d. Strong understanding of IT service management (ITSM) principles and practices.

e. Experience with business system analysis and integration with enterprise systems.

f. Strong analytical and problem-solving skills to address complex IT challenges.

g. Excellent verbal and written communication skills to effectively interact with technical and non-technical stakeholders.

h. Strong organizational skills, attention to detail, and the ability to handle multiple priorities.

PHYSICAL REQUIREMENTS:

1. Prolonged sitting and moving throughout the workday, with occasional mobility required. 
2. Corrected vision within the normal range.
3. Hearing within the normal range required.  A device to enhance hearing will be provided if needed.
4. Ability to lift 30 lbs. as may be required.
5. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
6. Travel by car locally and statewide as required to evaluate ATM sites.  Overnight   travel may be necessary.

LICENSES/CERTIFIATIONS:

      A valid California driver’s license.

This job description in no way states or implies that these are the only duties to be performed by this employee.  He or she will be required to follow other instructions and to perform other duties requested by his or her supervisor that are within his/her knowledge, skill and ability as well as his/her mental and physical abilities.

REV. 7/2/2024