Manager It Service Delivery

Job Summary

As the ServiceNow Platform Owner at PSEG, you are responsible for defining and communicating the product vision and delivery roadmap. You coordinate with key stakeholders to inform the product vision, backlog prioritization and delivery releases and are responsible for the product life cycle of the ServiceNow platform including the conception of new modules, product upgrades, 3rd party integrations and module replacement when appropriate. You have primary responsibility for the delivery of ServiceNow projects including the scoping, design, implementation, mentoring your team, and value realization, as well as lead the ServiceNow vendor relationship for PSEG. The Service Delivery Manager (SDM) is also responsible for management of the teams supporting the operational aspects of the service now platform. With the responsibility of overall governance of our ServiceNow Platform, and in partnership with IT Governance, you define and implement our governance process, policies, and standards.

Job Responsibilities

• Support Organizational Change Management and Continual Service Improvement initiatives
• Presides over design configuration decisions to ensure a seamless user experience that aligns with the platform design strategy
• As the Team Lead, you will work with a team of ServiceNow engineers, developers, QAs, and business analysts, serving as direct reports to you
• Supports creating the overall roadmap and shapes demand for enterprise platform consumption by directly interfacing with end-users, stakeholders, and process owners and helping to document desired business outcomes, identifying solutions, and verifying that project deadlines and objectives are met
• Has ownership and oversight of the ServiceNow instances, the core platform team, and any escalations
• Oversees the delivery of process improvements, and system enhancements while providing leadership for planning, designing, upgrading, installing, testing, implementing, documenting and maintaining the ServiceNow platform
• Ensures platform team alignment with the business strategy, roadmap, and platform governance policies
• Defines, monitors, and enforces best practice and governance for the ServiceNow platform
• Maximizes value by identifying additional business outcomes the platform allows

Job Specific Qualifications

Required

• Bachelor’s degree in Computer Science, MIS, Business, or other technical area of study and 7 years of experience in IT Services Management, Service Delivery or Product Management. Without a bachelor's degree, must have 10 years of experience in IT Services Management, Service Delivery or Product Management
• Proven experience leading Agile development teams
• Product backlog understanding and management
• Hands-on experience in IT service management skills - monitoring support queues, establishing priorities, assigning support group or team member, authoring knowledge articles adhered to the KCS process
• Experience in system implementation and change management processes
• Strong leadership skills in driving engagement, adoption and change for processes and technology
• Ability to interface with team members at all levels, including business operations, technology, and management. Especially with regards to coaching, influencing, and gap analysis
• Solid analytic and problem-solving skills with excellent written and verbal communication skills

Desired

• 3+ Years working as a Product Owner for an enterprise platform
• Hands-on experience in the software product development and tracking process and their related governance
• Any certifications, licenses such ase ServiceNow or ITIL certifications

Minimum Years of Experience

Education

Certifications

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.