Practice Head

About the job

Dear Aspirant's,

Greetings from ProV

Essential Functions of the Job:

· A minimum of 6-7 years experience in ServiceNow tool.

· Understand the relevant functional area in ServiceNow ITSM and ITOM, gained through a combination of program delivery / implementation and support

· Knowledge in ITBM, CSM and FSM are added advantages

· Manage the delivery of services to the ServiceNow user community from a functional perspective

· Manage the functional resources of the delivery team in terms of resource planning, demand management and the prioritization of workload

· Manage stakeholders across the IT Services landscape regarding the operational support of the ServiceNow solution, with a particular focus on technical integration, including interfaces between impacted and/or dependent applications

· Collaborate with process leads to develop process specific portfolios and demand plans for the relevant functional areas of the ServiceNow solution and take the prime responsibility for the delivery of service requests, maintenance requests and enhancement requests

· Collaborate with the Consultants regarding the viability of business requirements and the potential impact upon the global template

· Ensure ongoing awareness of the impact of future program releases across the functional area and provide input to impact assessments as required

Analytical/Decision Making Responsibilities:

· Make informed judgments and take appropriate action regarding issues which may potentially impact the quality of services delivered by the ServiceNow across the relevant functional area

· Analyze requirements from the business and take appropriate steps to define action plans which are detailed, meaningful and set expectations appropriately with the business

· Analyze service performance based on data provided, interpret the data to determine the quality of the service, and validate this against the user perception of the service

· Determine when it is appropriate to escalate, and use judgment and experience to determine the most effective course of action

· Engage and collaborate with the stakeholders across business and IT, using personal experience and judgement to define tailored approaches to dealing with specific stakeholders, setting expectations appropriately and building trust and confidence.

Knowledge and Skills Requirements:

· Collaborate with the Consultants regarding service performance for their own functional area, agreeing action plans with the service delivery functional team to help prioritize backlog and develop demand plans for the delivery of service requests, maintenance requests and enhancement requests

· Manage demanding customers fairly and effectively

· Manage service delivery performance and compliance through agreed metrics and service levels

· Commercially astute with strong negotiation and management skills

· Ability to communicate effectively across a complex and diverse group of stakeholders

· Deep and Practical Knowledge in ITSM, ITBM, ITOM, Asset Management, CMDB, SAM Pro on a high level to be able to communicate with the customer

· Understand the timeline for resource estimation

· Deep and practical ITILv3 knowledge and experience

Supervisory Responsibilities:

· Able to act independently, seeking consultation guidance and advice as appropriate

· Actively develops team members and direct reports by providing day-to-day guidance, feedback and on-the-job coaching

· Assists in preparing and tracking budgets

· Responsible for compliance with performance management objectives

· Mentors and counsels team members

Other Requirements:

· Ability and flexibility to work in a virtual environment across multiple time zones

· Flexibility to work non-standard hours in supporting global production systems.

Job Description

Experience:

· Significant experience of developing and managing plans and planning demand in line with business priorities

· Direct experience in managing staff and budgets

· ServiceNow experience from both an implementation and support perspective

· Significant awareness of the future direction for ServiceNow in the relevant functional area

· Strong service management experience with good awareness of ITILv3

Certification: