You will run ServiceNow application management (AMS) and managed services for large clients. You will deliver against service levels and outcomes, plan transition-in, and improve the platform year over year through an enhancement backlog.
IBM Consulting's ServiceNow practice in Canada works with clients in government and defence, financial services, energy and utilities, telecommunications and transportation.
Here is how you will be involved- Lead service transition-in: knowledge transfer, run books, tooling, service levels and reporting set-up.
- Run day-to-day service delivery: incident, problem, change and release management to ITIL practice.
- Report SLA, KPI and outcome measures; run monthly service reviews with the client.
- Govern the enhancement backlog and continuous-improvement roadmap with client product owners.
- Plan family-release upgrades and change freezes.
- Manage blended onshore, nearshore and global delivery teams, including capacity and staffing.
- Own the commercial health of the service and identify extension opportunities.
Your experience- 7+ years in IT service delivery, including 3+ years managing ServiceNow AMS or managed services.
- ITIL 4 Foundation.
- Experience managing to contractual SLAs or outcome-based pricing.
- Experience leading global delivery teams.
You stand out for- ITIL 4 Managing Professional and ServiceNow CSA.
- Your experience with multi-module instances (ITSM, ITOM, CSM, HRSD).
- Your experience with energy, utilities, telecom or public-sector clients.
- Eligibility to obtain a Government of Canada security clearance (Reliability Status or Secret), required for federal and Crown assignments.
- Bilingualism in French and English is required, as you will be working with resources outside Quebec.
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