Computer Design & Integration LLC

Service Delivery Manager & Product Owner - Parsippany

Parsippany, NJ

Job Description

Service Delivery Manager & Product Owner

Posted: Saturday, 9/16/2023

For over 25 years, Computer Design & Integration (CDI) has helped companies both large and small advance their corporate strategies with the integration of best-of-breed technology solutions. Employing a “Change or Die” mentality, we continue to innovate and grow in a time of transformation within the IT industry. The rate of change is exponential, and the complexity of business requirements is growing at a similar rate. We’re looking to hire individuals that are high-performers and seeking to work in a fun, fast-paced, dynamic, and client outcome-focused environment.

There is no more exciting place to be than where people are shaping the future and improving the way the world works. Come join CDI and help us help our clients use technology to become the business leaders of the 21st century. At CDI, we enjoy the challenges of working at the speed of business – where offering premier B2B service is the starting point, but where personal contribution makes all the difference.

Description

This critical position reports to the Director of ServiceNow Managed Services and oversees a book of clients within our ServiceNow Managed Services offerings of Core, Advanced, NextGen, and ServiceNow-as-a-Service. The main responsibilities of the role are to help customers define their ServiceNow strategy and guide the delivery team to achieve expected outcomes. A successful candidate should have the ability to establish and maintain excellent client relationships, ensure that the delivery of services meets and exceeds client expectations, provide leadership and guidance of delivery resources, and maintain profitability. This is a very dynamic role where the skillset requires a strong understanding of the ServiceNow platform and ecosystem.

Essential Duties and Responsibilities:

  • Interfaces with customer executive sponsor to create their platform roadmap and shape demand for enterprise consumption
  • Establishes regular cadence with clients to maintain product roadmap and ensure alignment to expected outcomes.
  • Continually drive the client’s ServiceNow Platform Roadmap, maintaining agreed upon velocity/throughput
  • Maintain strong relationships and ensure highest level of customer satisfaction
  • Serve as primary point of contact and escalation point to address client concerns
  • Play a major role in client kickoff and onboarding process for each new assigned client
  • Effectively articulate business cases and problem statements to technical delivery teams
  • Participate in the staffing and recruiting efforts for additional delivery team resources
  • Day-to-day team resource engagement/direction to ensure continual progress on client projects
  • Contribute as a delivery resource within the team as needed (ie BPC, Architect, QA/Testing)
  • Monitor KPIs to ensure team production and client profitability
  • Maintain in-depth product knowledge of the ServiceNow platform
  • Participate in industry events as needed
  • Participate in marketing events as needed
  • Develop and build relationships with other CDI management team members
  • Identify opportunities to upsell/cross-sell additional CDI products and services
  • Other duties as assigned.

Qualifications

Experience:

  • 5+ years of ServiceNow experience in overseeing and/or supporting implementations that include ITSM and ITOM
  • Experience interacting with executive level stakeholders
  • 3+ years of experience leading teams in dotted line or direct organizational structure a plus
  • Strong understanding of the ServiceNow platform capabilities and available integrations
  • Previous experience as a ServiceNow platform owner a plus

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Computer Design & Integration LLC At A Glance

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