Be a catalyst for change and join Cask on our journey! We are a vibrant community of talented individuals committed to overcoming business challenges and fostering innovation. As a Service Delivery Manager at Cask, you will be responsible for overseeing ServiceNow Operational Services for our clients, identifying strategic opportunities in collaboration with the Account Executive, and ensuring the highest level of client satisfaction. The ideal candidate is a collaborative leader with exceptional communication skills, adept at offering proactive solutions to the client's business needs and challenges.
Key Responsibilities:
Operational Service Delivery:
Oversee end-to-end delivery of ServiceNow Operational Services, ensuring timely and successful solutions
Monitor KPIs to meet or exceed SLAs
Act as the primary client contact, building strong relationships and conducting regular service reviews
Client Relationship Management:
Act as the primary client contact. Maintain and nurture client relationships and conduct regular service reviews to address concerns and understand their needs
Partner with Account Executives (AEs) to identify growth opportunities and coordinate resources
Team Leadership & Collaboration:
Support and guide the delivery team using agile methodologies
Collaborate with Sales, Technical Services, and functional leads for cohesive service delivery
Mentor team members, encouraging professional growth
Continuous Improvement:
Analyze and improve processes to enhance service delivery
Stay updated with the latest ServiceNow trends and implement best practices
Reporting & Documentation:
Generate and present reports on service delivery metrics to senior management and clients
Ensure proper documentation of delivery processes and client interactions
Account Growth & Expansion:
Work with AEs to identify and pursue account growth opportunities
Develop offerings to meet evolving client needs and engage with clients for further opportunities
Qualifications:
Minimum of 5 years of consulting experience with a focus on project management and business analysis. Previous experience in SaaS engagements, ServiceNow, and Service Delivery Management is essential
Experience in scoping engagements, preparing proposals, and managing projects
Strong understanding of the ServiceNow platform
Excellent communication and interpersonal skills to effectively manage client relationships and internal collaborations
Strong problem-solving and decision-making skills, with the ability to analyze issues and offer proactive solutions
Proven leadership skills with experience in mentoring and managing teams.
Familiarity with ITIL best practices and Agile methodologies
Education/Certifications:
Bachelor's degree in IT or a related field (or equivalent experience). A Master's degree is preferred
ITIL certification is required; PMP or PgMP certification preferred. DASM certification is a plus
Come join us at Cask and be part of an exciting journey where we're ready to elevate your work experience, every step of the way.
Note: Base salary range is $130,000 to $150,000. This range represents the expected compensation for this position. Actual salaries will vary and may be above or below the range when taking into account the wide range of factors that are considered in making compensation decisions, including but not limited to location; skill sets; experience and training; licensure and certifications; and other business and organizational needs. Compensation decisions are dependent on the facts and circumstances of each case. The range listed is just one component of the total compensation package for employees.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Project Management and Information Technology
Industries
Technology, Information and Internet
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