Company Description

Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 28,200+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.

Job Description

Roles & Responsibilities :

The ServiceNow Service Delivery Manager will oversee the delivery and management of ServiceNow solutions and services. This role ensures that ServiceNow implementations and ongoing operations align with business needs, SLA commitments, and ITIL best practices. The manager will coordinate between technical teams, stakeholders, and customers to drive continuous service improvement and ensure successful adoption of ServiceNow.

Key Responsibilities:

·        Lead the end-to-end delivery of ServiceNow platform services including Incident, Problem, Change, Asset, CMDB, and other modules/products.

·        Manage the ServiceNow service delivery team, ensuring timely resolution of issues, effective communication, and adherence to SLAs.

·        Act as the primary point of contact for stakeholders and clients for all ServiceNow-related queries and escalations.

·        Collaborate with IT, business units, and external vendors to align ServiceNow services with business objectives.

·        Drive continuous improvement initiatives to enhance ServiceNow functionality, user experience, and service efficiency.

·        Oversee the configuration, customization, and integration activities in partnership with technical teams.

·        Monitor service performance metrics, produce reports, and present insights to senior management.

·        Ensure compliance with ITIL best practices and organizational policies.

·        Plan and execute change management processes related to the ServiceNow platform.

·        Facilitate training and knowledge transfer sessions to improve ServiceNow adoption.

·        Manage vendor relationships and third-party service providers supporting the ServiceNow platform.

Qualifications

Educational qualification:

·        Bachelor’s degree/Master’s degree(BE/ME) in Computer Science, Information Technology, or related field.

Experience :13+ Years

 

Mandatory/requires Skills :
·        Proven experience (5+ years) in IT service management, preferably with ServiceNow platforms.

·        Strong knowledge of ITIL processes and frameworks.

·        Experience managing ServiceNow implementations and service delivery teams.

·        Excellent communication, leadership, and stakeholder management skills.

·        Ability to handle multiple priorities and complex projects.

·        ServiceNow certifications (e.g., Certified System Administrator, ITSM Implementation Specialist) are highly desirable.

·        Familiarity with scripting, workflows, and integration in ServiceNow is a plus.

 

Additional Information

None