IT Service Delivery Leader - Senior

This role is responsible for delivering, supporting, and continuously improving IT Service Management (ITSM) processes through the ServiceNow platform to enhance operational efficiency and ensure reliable IT service delivery. The position requires a strong understanding of ITIL best practices, familiarity with ServiceNow, and hands-on experience managing ITSM processes. Key responsibilities include documenting and optimizing workflows, analyzing process performance metrics, providing stakeholder training and guidance, and partnering with Service Desk, ITSM Operations, platform teams, and business stakeholders. The role ensures that ServiceNow capabilities and ITSM processes remain aligned with business objectives, compliance requirements, and continually evolving operational needs. Key Responsibilities ITSM Service Delivery & Support: Contributes to the delivery, support, and continuous improvement of IT Service Management (ITSM) services to ensure reliable and efficient IT service delivery. Process Design & Improvement: Supports the design, implementation, and enhancement of ITSM processes within ServiceNow. Evaluates existing workflows and practices, recommending improvements to increase efficiency, consistency, and alignment with ITIL and industry best practices. Workflow Management: Maintains an understanding and documentation of ServiceNow workflows and process configurations to support process standardization, operational effectiveness, and an improved user experience. Performance Monitoring & Reporting: Utilizes ITSM metrics and key performance indicators (KPIs) to assess process performance, identify improvement opportunities, and contribute to the development of standardized dashboards and reports. Customer & Operational Support: Serves as a point of contact for customers and IT support teams regarding service-related inquiries. Builds and maintains positive relationships with key stakeholders and champions the adoption of ITIL service management practices. Training & Knowledge Management: Develops and maintains training materials, knowledge articles, and process documentation to support user adoption of ITSM processes and ServiceNow capabilities. Compliance & Governance: Monitors adherence to established process standards, policies, controls, and governance requirements, identifying gaps and recommending corrective actions and continuous improvement opportunities.

Required Skills & Competencies Knowledge of IT Service Management (ITSM) processes, ITIL best practices, and ServiceNow capabilities. Experience supporting or improving ITSM processes such as Incident, Problem, Change, Request, Knowledge, or Service Level Management. Strong analytical and problem-solving skills, with the ability to assess process performance, identify improvement opportunities, and recommend effective solutions. Effective written and verbal communication skills, with the ability to engage and collaborate with both technical and business stakeholders. Ability to develop and maintain process documentation, knowledge articles, training materials, dashboards, and reports. Understanding of service performance metrics, compliance requirements, governance practices, and continuous improvement methodologies. Advanced English proficiency (written and spoken) is required , with the ability to effectively participate in meetings, deliver training, create documentation, and collaborate with global teams and stakeholders. Experience with ServiceNow reporting, workflow documentation, and process governance is preferred.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent practical experience. ITIL Foundation certification preferred. Experience working with ServiceNow and ITSM processes. Experience supporting global or cross-functional teams is an advantage.