Track Lead - ServiceNow, IT Service Management

Job Description - Regional Service Manager * Taking accountability for service delivery performance, meeting customer expectations, and driving future demand * Exceling in the customer relationship * Developing a deep understanding of projects to gain insights into the scope of service delivery * Monitoring and managing all the contractually in-scope work * Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary * Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews * Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery * Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization, Performance and Quality Management * Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades * Providing accurate and regular reports to the management on performance of the service delivery * Leading personnel management, including staff recruitment, performance assessment, training, and mentoring * Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Do you have experience in ServiceNow?, Service Delivery Manager Skills * Proven hands-on experience of 12+ years as Service Delivery Manager * Operational ability to handle technical discussions across domains, including but not limited to Workplace, Cloud & Compute, Cybersecurity, Gen AI etc. * Excellent verbal and written communication skills in English and French * Proficiency in leading both physical and virtual teams * Experience in dealing with third-party-provided services * Operational ability in a diverse, large-scale environment * Exceptional customer-facing skills * In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery * Mastery of ITIL (Information Technology Infrastructure Library) principles * Expertise in people management and leadership * Strong organizational skills * Capacity to train and guide junior team members * Ability to manage and prioritize tasks efficiently * Solid resource planning and problem-solving skills * Readiness to demonstrate a proactive attitude