IT Service Delivery Leader - Senior

Key Responsibilities:

Contributes to the delivery and support of specific IT services. Supports the development and maintenance of services and ensures that tools and resources are capable and available (i.e. IT Service Catalog, Asset Management system). Generates and reports service delivery metrics and drives standards across regions and locations (i.e. Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring). Acts as a point of contact for customers for service related inquiries and maintains relationships with key customers and suppliers. Is familiar with SLA / Operational Level Agreements between other IT Services Provided. Encourages root cause analysis using the formal problem solving approach for recurring issues. Champions the use of Six Sigma to reduce costs and improve processes. Identifies opportunities for service improvements, discuss with the customer and raise the request for change for assessment if appropriate. Maintains the accuracy of service related standards, procedures and work instructions in a knowledge management system. Able to support the Service Owner when needed. Champions the use of ITIL Standards for IT Service Deliverables Maintain strong relationships to deliver business value using relevant Business Relationship Management practices.

Competencies:
Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.

Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Global perspective - Taking a broad view when approaching issues, using a global lens.

IT Supplier Relationships - Leverages a vendor management framework to manage strategic supplier relationships and supplier performance based on business need throughout the contract life using the required processes and tools to control costs, drive service excellence, mitigate risks, and gain increased value from the suppliers.

Request Fulfillment - Manages a service request through its life cycle with efficiency and professionalism using the required processes and tools to maintain customer satisfaction.

Service Asset and Configuration Management - Manages service assets and configuration items by maintaining accurate configuration records to support other service management processes with documented and verifiable information.

Service Catalog Management - Maintains a service catalog that contains all details of active and approved services in service operations using the required processes and tools to provide clear and relevant information to users.

Service Level Management - Ensures the quality of the services delivered meet agreed levels using the required processes and tools in order to maintain customer satisfaction.

Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to satisfy customer expectations.

Problem Solving - Solves problems and may mentor others on effective problem solving by using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and ensures actions to prevent problem reoccurrence are implemented.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:
College, university, or equivalent degree in Computer Science, Information Technology, Business, or related subject, or relevant equivalent experience required. This position may require licensing for compliance with export controls or sanctions regulations.

Experience:
Intermediate level of relevant work experience required. 3-5 years of experience.

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.