About the Role:Our client is a provider of Audit, Tax, and Advisory services.Responsibilities· Service Delivery Leadership: Oversee the delivery of ServiceNow managed services, ensuring timely resolution of incidents, service requests, and change requests while maintaining SLAs· Team Management: Lead, mentor, and manage a team of 40+ professionals, including ServiceNow consultants, developers, administrators, and support engineers, fostering a high-performance culture and ensuring skill development.· Operational Oversight: Manage daily operations, including incident and problem management, service request fulfillment, knowledge base maintenance, and performance monitoring, ensuring operational efficiency and client satisfaction.· Platform Maintenance and Upgrades: Direct monthly cloning activities, patch management, and bi-annual ServiceNow platform upgrades, ensuring minimal disruption and compatibility with integrations (e.g., SAP, Active Directory, QMIS).· Stakeholder Engagement: Act as the primary point of contact for leadership and stakeholders, conducting executive reviews, presenting performance metrics, and aligning service delivery with strategic goals.· Financial and Resource Management: Manage budgets, resource allocation, and vendor relationships, optimizing costs while ensuring adequate staffing for support and enhancement projects.· Continuous Improvement: Drive adoption of ServiceNow advancements (e.g., Now Assist GenAI, Predictive Intelligence) and implement best practices to enhance service quality, automation, and client experience.· Risk and Quality Assurance: Identify and mitigate delivery risks, ensure quality control through code reviews and testing, and maintain comprehensive documentation for all managed services activities.· Training and Knowledge Transfer: Ensure ongoing training for team members and end-users, promoting adoption and proficiency in ServiceNow modules.Requirements· 15+ years of experience in IT service delivery, with at least 5 years in a leadership role managing ServiceNow or similar enterprise platforms.· Proven track record of leading teams of 40+ members in managed services, including support, enhancements, and platform maintenance.· Extensive experience with ServiceNow modules: ITxM (ITSM, ITOM, ITBM), CSM, HRSD, IRM, SecOps, and SPM, in large enterprise environments.· Demonstrated success in managing complex integrations (e.g., SAP, Active Directory) and ensuring compliance with regulatory standards (e.g., GDPR, AML).· Deep understanding of ServiceNow architecture and modules (ITxM, CSM, HRSD, IRM, SecOps, SPM), including configuration, scripting (JavaScript, Glide API), and automation (Flow Designer, Workflow Editor).· Expertise in managing integrations using REST, SOAP, and ServiceNow IntegrationHub.· Knowledge of security and compliance features (e.g., encryption, SSO, audit trails) in ServiceNow deployments.· Familiarity with AI-driven features (e.g., Now Assist, Predictive Intelligence) for operational insights and automation.· Strong understanding of ITIL processes (e.g., Incident, Problem, Change, Service Request Management) and their application in ServiceNow.Certifications· ServiceNow Certified System Administrator (mandatory).· At least one of the following ServiceNow certifications (highly preferred):o Certified Implementation Specialist ITSMo Certified Implementation Specialist Customer Service Managemento Certified Implementation Specialist Human Resourceso Certified Implementation Specialist Risk and Complianceo Certified Implementation Specialist Security Operationso Certified Implementation Specialist Strategic Portfolio Management· ITIL Expert or higher (preferred).· Project Management Professional (PMP) or equivalent (preferred).Work Setup:Shift: Morning shiftSetup: HybridLocation: Makati, PHBy Applying, you give consent to collect, store, and/or process personal and/or sensitive information for the purpose of recruitment and employment may it be internal to Cobden & Carter International and/or to its clients.
