AHEAD

Builds and manages enterprise technology

ServiceNow Delivery Manager

Implementation & Technical Account ManagementConfirmed live in the last 24 hours

Full-timeGurugram, Haryana, IndiaNo salary listed

About the Job

Requirements

At least 10 years of hands-on experience implementing IT Service Management, Customer Service Management, and/or IT Business Management, ServiceNow Discovery, Service Mapping, and/or Event Management.
Mastery of at least one ServiceNow suite.
A broad base of technical skills, business acumen, and a desire to support clients.
Experience managing, mentoring, and coaching people.
Ability to understand the details behind implemented solutions and communicate the high-level vision to clients.
Ability to create solutions that meet business and information technology needs beyond the products themselves.
Ability to communicate solution architecture effectively to clients, third parties, and the team.
Strong listening and interpersonal skills, complex problem-solving ability, big-picture thinking, and an aptitude for visualizing solutions.
Ability to foster teamwork among delivery teams.
Proficiency in hardware, software, and/or operating systems environments.
Ability to manage a team environment.
Troubleshooting and problem-solving ability.
Ability to present and facilitate executive-level meetings, group presentations, and collaborative technical workshops.

Responsibilities

Manage a team of 5–15 engineers and architects.
Work with the team to build individualized career development plans.
Coach, mentor, and develop direct reports, including overseeing new employee onboarding.
Lead employees to meet organizational expectations for productivity, quality, and goal accomplishment.
Provide performance feedback through employee recognition, rewards, and disciplinary action.
Manage bench time to support utilization targets, individual development goals, and solution development goals.
Understand the sales pipeline and team capacity and capabilities, and work with practice leadership to adjust staffing plans as needed.
Maintain an inventory of team skills and certifications.
Create a workplace culture that supports the organization's values and guiding principles.
Foster a culture of delivering with quality and care.
Build and maintain a culture of trust through open and honest feedback and accountability.
Participate in presales and scoping activities, including building proposals, pricing, and statements of work.
Work with Project Managers and Resource Management to identify appropriate resources for projects.
Act as a key contact for projects staffed by the team.
Participate in project kickoff, status, closeout, and escalation meetings as needed.
Provide expert technical architectural support and guidance for solutions.
Improve project scoping and delivery by capturing lessons learned after each engagement and adjusting future proposals and approaches.
Work with Solutions Principals and practice leadership to define the solution development roadmap.
Contribute directly to solution development activities and coordinate team time and contributions.
Contribute to blog posts, speak at user groups and conferences, and present at internal briefings as needed.

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.

The ServiceNow Delivery Manager, in cooperation with the ESM Director, provides technical vision and leadership to the Sales and Delivery teams. The Delivery Manager advises teams on technical issues and their business implications using their expertise in AHEAD's core technology competencies. You will help drive the delivery of client-focused, high-quality projects, AHEAD offering development, technical pre-sales guidance, internal IP and Service Delivery Framework development, and assisting practice leadership on identifying industry trends and future areas of growth.

The ServiceNow Delivery Manager works with peer Delivery Managers, Principal Consultants, and Project Managers to ensure that clients’ business and technical expectations are met appropriately. The Storage / Data Protection Delivery Manager will act as coach, guide, and mentor to team members and will be responsible for the professional growth of those on their team.

Roles and Responsibilities:

·Manage a team of 5-15 engineers and architects:
·Work with team to build individualized career development plans
·Coach, mentor, and develop direct reports, including overseeing new employee on-boarding.
·Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment.
·Provide effective performance feedback through employee recognition, rewards, and disciplinary action.
·Actively manage bench time to support progress toward utilization targets, individual development goals, and solution development goals.
·Understand sales pipeline and team capacity and capabilities and work with practice leadership to adjust staffing plans as needed
·Maintain skills and certification inventory of team
·Consciously create a workplace culture that supports the values and guiding principles of the organization
·Foster a culture of delivering with quality and care
·Build and maintain a culture of trust through open and honest feedback and accountability

Provide Project Support:

·Participate in pre-sales and scoping activities, building proposals, pricing, and statements of work
·Work with Project Managers and the Resource Management team to identify appropriate resources for projects
·Act as a key contact for projects staffed by team.
·Participate in project kick-off, status, close-out, and escalation meetings as needed
·Provide expert technical architectural support and guidance for solutions
·Continuously improve project scoping and delivery by capturing lessons learned after each engagement and adjusting future proposals and approaches as appropriate

Support Solution Development and External Evangelism:

·Work with Solutions Principals and practice leadership to define the solution development roadmap
·Contribute to solution development activities directly and through coordinating time and contributions by the team
·Contribute to blog posts, speak at user groups / conferences, and present at internal briefings as needed

Qualifications:

·10+ years of hands-on experience implementing ITSM, CSM, and/or ITBM, ServiceNow Discovery, Service Mapping, and/or Event Management.
·Mastery in at least one ServiceNow suite.
·Possess a broad base of technical skills, business acumen, and a strong desire to support the client.
·Experience managing, mentoring, and coaching people.
·Understand the detail behind the implemented solution and having the ability to communicate the high-level vision with the client.
·The ability to think past the products and create solutions to meet the business/IT needs.
·Effectively communicate solutions architecture to the client, third parties, and the team.
·Encompass strong listening and interpersonal skills, an ability to solve complex problems, a big picture mentality, and an aptitude to visualize the solution.
·Able to foster teamwork among the delivery team(s).
·Proficiency in hardware, software and/or operating systems environments.
·Ability to manage a team environment.
·Proven troubleshooting & problem solving ability
·Presentation and facilitation of executive level meetings, group presentations, and collaborative technical workshops.

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

India Employment Benefits include:

Comprehensive health insurance coverage for employees, with options to extend coverage to dependents

Paid time off and company holidays, along with additional leave benefits as per policy

Flexible work arrangements, supporting work-life balance

Learning and development opportunities to support continuous growth and upskilling

Employee wellness initiatives and programs focused on physical and mental well-being

Retirement and statutory benefits in line with India regulations

Inclusive and people-first culture, with a strong focus on collaboration and ownership

About the Company

AHEAD

Builds and manages enterprise technology

AHEAD designs and runs technology systems for large enterprises, connecting infrastructure, applications, data and security under a single delivery team. Its roots in data centers shape its approach to modernizing complex environments that span private facilities and public clouds. Engineers assess a client's existing systems, plan upgrades and build the platforms, while managed services teams monitor operations, maintain software and respond to security incidents. The company earns money through consulting and implementation projects, technology sales and ongoing services that keep those environments running. AHEAD was founded in 2007 and is headquartered in Chicago, Illinois.

Company size: 1,001-5,000
Company stage: Seed
Total funding: $9M
Headquarters: Chicago, IL
Founded: 2007

Recently Posted Jobs

Explore more opportunities at AHEAD

See more jobs