ServiceNow Delivery Operations Manager (India)

Why Us

NewRocket, a global, full-service Elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. The go-to ServiceNow guide, NewRocket was recently awarded the “2023 ServiceNow Worldwide Customer Workflow Partner of the Year” and “2023 ServiceNow Creator Workflow Partner of the Year”. We work with some of the world’s biggest brands, bridging the gap between what customers expect and what their technology can deliver.

We #GoBeyondWorkflows to create new kinds of experiences for our customers.

Come join our Crew!

The Role

NewRocket is hiring for a Delivery Operations Manager, to join our India team. The Delivery Operations Manager is responsible for the oversight and management of the NewRocket L2 and DevOps team that provide critical Maintenance & Operations services to the Client. This role will take on day to day management of operations queues and get involved in the technical work as needed (this is not a hands off role).

The Operations Delivery Manager will build strong and effective relationships within the NewRocket team, in order to keep the team focused on delivering value to the client.

What you will be doing

• Manage the L2 & DevOps team to provide Maintenance and Operations services to the client
• Undertake proactive day to day management of operations queues (incidents, fulfilment tasks & service requests)
• Ensure team complete critical activities such as start, middle & end of day checks.
• Be proactive, getting technically involved where required.
• Manage NewRocket crew members to be focused on delivering value to the client and maximize staff productivity by minimizing meetings and maximizing valuable engagement.
• Manage crew workload, review and approve timesheets for Maintenance and Operations staff, and ensure NewRocket crew utilization is high.
• Actively manage application specific enhancements/defects
• Plan & manage platform upgrades (up to two per year)
• Produce weekly & monthly service review reports to highlight risks, key decisions & progress
• Highlight any risks and issues observed to the team
• Work with the management team to assist with tracking & escalation of issues
• Monitor and drive issue resolution and escalate out of line situations
• Work consultatively with stakeholders and retain focus
• Identifying areas for additional services that NewRocket could provide the customer
• Represent NewRocket professionally, and keep up to date with training and governance requirements set by the team
• Promote and exhibit NR's core cultural values of Excellence, Creativity, Integrity, Teamwork and Empathy every day with our clients, vendors, community and fellow crew members.

What You Bring Along

• Keen awareness of limitations of ServiceNow & good practice design for solutions of enterprise scale
• Experience of taking ownership for core ServiceNow module delivery with minimal management support
• ServiceNow administration experience (ideally certified)
• ServiceNow platform upgrade experience (ideally in a management position)
• Service Management IT industry knowledge, ITIL aware (Foundation minimum)
• Strong stakeholder engagement skills (including negotiation/mediation)
• Strong customer focus and service attitude.
• Servant leadership approach
• High personal motivation and drive, and ability to motivate others through effective leadership skills combined with a high level of personal enthusiasm and energy
• Strong personal organisational skills
• Excellent communication skills (English) – both written and verbal
• Empathy to understand issues from both the customer viewpoint and from individuals within the business, and to respond appropriately
• Composure and the ability to remain calm and dispassionate
• Ability to initiate action – seize opportunities to put ideas into action either personally or through engaging a team or the organisation as a whole
• Being able to quickly adapt to changing requirements and working in dynamic environment.
• Judgement

Education and Experience

• Educated to a minimum of higher national diploma level (Degree 2:2 preferred)
• Experience in managing at least two Major ServiceNow delivery service
• 3+ years experience of Professional Service Engagements in a delivery leadership role
• Service Management IT industry knowledge, ITIL aware (Foundation minimum)

We Take Care of Our People 

 NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard.  We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact hr.in@newrocket.com.