Service Delivery Manager

UVA ITS ( https://in.virginia.edu/about ) is seeking a ServiceNow Delivery Manager. Reporting to the Director, IT Service Management, this position will oversee and improve production platform processes and the Agile practices of the team, ensuring they are optimized for quality and positive experience for our customers. The selected applicant will have the opportunity to support critical operational services and high priority strategic projects in support of the Univ ersity's mission.

ITS at UVA is a phenomenal place to lead, grow, and deliver impact. It's an organization that values results and teamwork. We like the people we work with and the work we get to do. We strive to create a welcoming and supportive workplace where everyone feels empowered to be their authentic selves and share ideas. We embrace a commitment to diversity, equity, and inclusion. ITS values work-life balance and provides flexible work location options where possible. Please see additional information about joining our team .

Salary Range: 115-125k, This position will not offer any type of sponsorship

Leadership Responsibilities

• Recruits, hires and supervise 2 ITSM Analysts.

• Develops work plans and mentors staff.

• Define support and engagement practices of the team.

• Plan and coordinate training, knowledge transfer, and ideation sessions to help continuous learning and improvement.

• Lead the Agile Backlog/Release management practices in collaboration with developers and analysts to ensure stories, sprints, and release practices are providing value and predictability to project teams and aligned with prioritization.

Operations, Scrum and Administration Responsibilities

• Monitor incidents and problems to ensure prompt response and achievement of SLA targets. Develop and run dashboards and other tools to monitor performance.

• Analyze and recommend improvements to support/response practices to increase customer satisfaction and efficacy.

• Plan and coordinate patching schedules and test plans for system upgrades

• Develop and monitor performance metrics for Agile processes.

• Oversee and improve the team's Knowledge Management practices.

• Participate in projects large and small, ensuring designs, and operational plans meet business needs.

• Manage and monitor support practices and function as escalation point for critical issues.

• Work individually and collaboratively to deliver on-time and on-target releases, as well as patches and upgrades.

• Provide on-call escalation support for critical incidents

A successful candidate will bring these competencies:

• Leadership: Motivating and aligning with the team so that we succeed or fail together

• Teamwork: Collaborate with immediate team and the broader internal team at ITS. Find opportunities to make our services better by looking all the people/process/technology domains.

• Detail oriented: Demonstrate focus on detail and quality, proactively preventing errors.

• Intellectual and analytical curiosity: Assess and troubleshoot configurations and designs by learning the intent of the user and how the decisions may affect them, as well as the system. Evaluate needs and priorities to influence recommendations.

• Leverage effective communication skills: proactively communicate status, risks, benefits, and alternative paths while showing knowledge of material and understanding of the problem space. Demonstrate ability to communicate to a variety of audiences, from customer to management.

Minimum Requirements:

• High school diploma and 5 years of relevant experience, at least four of which were working specifically as a ServiceNow Administrator, Developer, Scrum Master, Business Analyst, or related role.

• Current ServiceNow Certified Administrator OR current ServiceNow Certified Application Developer

The ideal candidate will bring:

• Management experience to oversee the operations and support practices of a complex ServiceNow environment.

• Experience in the Agile management framework

• Knowledge and capability to formulate proactive responses and reporting on issues associated with release plans/changes.

• Excellent technical, communications, diagnostic, and troubleshooting skills.

• Excellent communication, motivational, and interpersonal skills.

• Understanding of enterprise and platform level architecture.

Benefits Include: The choice between 3 different health plans; vision and dental insurance; life insurance; benefits savings accounts; starting with 22 days of paid time off a year in addition to 12 or more paid holidays; 8 weeks of paid parental leave; short term disability; up to $4,360 after your first year for combined use of tuition toward a degree-seeking program or up to $2,000 for professional development including classes, certification training and conferences; and more.

To Apply:

Please visit https://jobs.virginia.edu/us/en/ and search R0057957 to complete an online application. Be sure to attach a compelling cover letter expressing your interest and showcasing your skills, along with your resume or CV.

For inquiries about the application process, contact Bill Crane, Senior Academic Recruiter, at xer5ff@virginia.edu .

UVA ITS is proud to be an equal opportunity employer committed to fostering a diverse and inclusive work environment. We encourage all qualified applicants to apply.

Discover more about UVA and the vibrant Charlottesville community at www.virginia.edu/life/charlottesville and https://embarkcva.com/ . Join us in shaping the future of technology at UVA!

The University of Virginia, i ncluding the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician's Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.