ServiceNow Service Delivery Manager

Müller's Solutions is seeking an experienced and results-driven Service Now Service Delivery Manager to oversee the delivery and performance of our Service Now solutions. In this role, you will be responsible for managing service delivery teams, ensuring alignment with business goals, and driving continuous improvement in Service Now platform operations.

• Take full responsibility for the overall delivery of the Service Now platform services, encompassing:
  • Continuous operations and support, ensuring the platform is available, reliable, and performing optimally.
  • Enhancements driven by the backlog, prioritising and implementing improvements and new features aligned with business objectives.
  • Coordination of releases and deployments, managing schedules, resources, and communications to guarantee smooth transitions and minimal disruption.
• Serve as the main escalation point and decision‑maker for delivery‑related issues, ensuring:
  • Problems are resolved quickly through effective troubleshooting, root cause analysis, and collaboration with relevant teams.
  • Risks are controlled by proactively identifying potential issues and implementing mitigation strategies.
  • Delivery obligations are fulfilled in accordance with agreed timelines, quality standards, and contract requirements.
• Collaborate closely with stakeholders to:
  • Understand and prioritise demands, balancing competing needs to deliver maximum value.
  • Question and verify requirements when necessary, ensuring clarity, feasibility, and alignment with strategic goals.
  • Guarantee alignment between business objectives and platform capabilities, facilitating seamless integration and optimal use of Service Now features.
• Provide strong leadership to the delivery teams, which include:
  • Technical consultants and developers, guiding them to apply best practices, innovate, and maintain high code quality.
  • Business analysts, supporting requirement gathering, documentation, and communication between business and technical teams.
  • QA and support personnel, ensuring thorough testing, issue identification, and responsive support services.
• Lead delivery governance and uphold standards, ensuring:
  • Consistent development practices that adhere to organisational policies and industry standards.
  • Controlled release processes that minimise risk, ensure quality, and provide clear documentation.
  • Alignment to platform design and reuse principles, promoting efficient, maintainable, and scalable solutions.
• Ensure quality and accountability across delivery, including:
  • Reviewing progress against commitments, conducting regular status meetings and reporting to stakeholders.
  • Monitoring delivery KPIs and SLAs, analysing performance data to identify trends and areas for improvement.
  • Supporting issue resolution and performance improvement initiatives to enhance service quality and customer satisfaction.
• Act as a trusted point of contact for stakeholders, capable of:
  • Representing technical and functional decisions clearly, bridging communication between business and IT teams.
  • Managing expectations and resolving conflicts diplomatically to maintain positive relationships and project momentum.
  • Standing behind delivery teams with confidence, advocating for resources, and providing guidance to overcome challenges.
• Support continuous improvement of service delivery, including:
  • Identifying inefficiencies and bottlenecks through regular process reviews and feedback collection.
  • Driving optimisation of processes and workflows to increase efficiency, reduce costs, and improve user experience.
  • Promoting effective use of Service Now capabilities by encouraging adoption of new features, best practices, and ongoing training.

• 7 to 10+ years of experience in Service Delivery, with extensive knowledge of Service Now platforms, including:
  • In‑depth understanding of various Service Now modules and features such as:
  • ITSM
  • ITOM / CMDB
  • HRSD / enterprise services
  • CSM
• Capable of:
  • Confidently engaging with both technical teams and business stakeholders.
  • Critically evaluating requirements and assumptions when necessary.
  • Converting high‑level requirements into actionable delivery strategies.
• Demonstrated experience in managing:
  • Mul…