Service Delivery Manager

Responsibilities

The role you’re interested in

We’re looking for a ServiceNow professional who can wear several hats on our small but mighty Applications team. As we develop and implement our ServiceNow strategy and roadmap, you’ll play a key role in defining and managing new projects, assisting in platform configuration and interacting with our key stakeholders across the organization.

You’ll be able to develop new solutions in ServiceNow yourself, but will also have access to external consulting support for additional support and bandwidth as well.

You will have a direct impact on the organization and be in a position to see enhancements from beginning to end. You’ll also play a key role in integrating ServiceNow with other applications across our environment.

The work environment

So, what’s it like to work here? If you’re based in the greater Bay Area, you’ll walk into our Emeryville office each Tuesday morning and start the in-person portion of our hybrid work week at our weekly all-company meeting and find close to 200 of your colleagues sitting on sofas, beanbag chairs, or the floor excitedly talking through the week ahead and watching a newer teammate tell their personal life and career journey followed by a quick update on any hot topics that might be relevant to the week ahead.

We are a dynamic, HYBRID workplace so every employee who lives within 100 miles of our offices is expected to come in each TUESDAY and WEDNESDAY.

We aligned on those two common days way back in 2021 to be intentional about connecting in person for things like innovation, impromptu collaboration, having respectful challenges to get to better decisions, leadership role-modeling, and culture building.

Great work cultures are built on stories about what great looks like in practice, and great stories on Zoom meetings are few and far between.

The expected pay scale for this role is $150k to $160k, which may vary based on relevant experience, qualifications, geographic area (if applicable), and internal equity for the role.

Our modern 50,000 sq. foot headquarters straddles the border of the cities of Emeryville, Oakland, and Berkeley, California with free onsite parking and many transportation options.

You’re excited about this opportunity because your time will be filled with

Platform Configuration & Support : 30% of Time

• Lead system configuration projects, including discovery meetings, user story creation, workflow diagrams, requirement gathering, and documentation.
• Manage release management activities, including reviewing release summaries and readiness documents from solution vendors.
• Collaborate with Master Data and Audit functions to manage permissions and user access in ServiceNow.
• Support ServiceNow upgrades, review pending updates, and lead testing for system upgrades.

Project Development & Management : 30% of Time

• Act as a Business Analyst to translate business requirements into system requirements.
• When applicable, collaborate with IT Co-Pilots to deliver new automations and enhancements to our internal business partners.
• Manage the project and enhancement backlog, prioritizing based on business needs.
• Effectively communicate with team members, partners, senior management, and other stakeholders.

ServiceNow Development and Support : 30% of Time

• Create and customize ServiceNow applications, workflows and dashboards to meet business needs.
• Management of Service Portal / Employee Center for internal use with PNC employees.
• Collaborate with outsourced consultants as needed for integrations with external applications and other advanced development requests.
• Conduct testing, troubleshooting, and debugging of ServiceNow, including incident management.
• Provide technical support and training to end-users.

The daily stuff that everyone does but few quantify : 10% of Time

• Attending meetings and presentations.
• Participating in company-wide activities and events galore.
• Impromptu conversations with colleagues.
• Administrivia like email, calendaring, expense reports, and other non-value-added work.

Qualifications

What are we looking for?

Education :

Bachelor’s Degree in Computer Science, Information Systems or related field / equivalent experience.

Experience :

• 3+ years of experience using ServiceNow, including Incident, Knowledge Base, Service Requests and Service Portal.
• 2+ years of experience managing ServiceNow or other technical projects using SDLC methodologies and standards (Agile preferred).
• Experience managing integration endpoints between ServiceNow and external systems.
• Experience with translating user needs into business requirements.

Skills :

• Ability to learn new systems or processes quickly to communicate stakeholder needs and drive towards solution development.
• Excellent written and oral communication skills, including presentations to internal teams.
• Ability to develop effective working relationships with cross-functional teams.
• Strong analytical and troubleshooting skills.

So if after reading through this long list you’re thinking I’m not sure I meet 100% of these requirements, should I still apply?

YES if you embody a growth mindset, see challenges as opportunities to develop, and find innovative ways to get the real work that matters done, you sound like our kind of candidate!

Five capabilities that differentiate this role and are key to candidate success :

• Drive and own results
• Learning & growth mindset
• Adaptability
• Embody a strategic mindset
• Challenge ideas respectfully

You will thrive here and may just do the best work of your life if

• You want to be an integral part of shaping and nurturing an amazing work culture
• You are comfortable being natural, casual, open, and even a bit playful at work
• You can be friendly, vulnerable, and self-deprecating in one moment, and deal with a challenging, delicate people-related matter as a professional in the next
• You can do periods of focused, deep work on projects that drive the needle

This may not be your ideal next career move if

• You like a lot of structure, rules, and uniformity
• You like order, hierarchy, command and control management
• You tend to chase whatever shiny object presents itself during the day even if non-strategic

If we haven’t convinced you to apply already, here are some of our favorite perks and benefits :

• Summer hours (and of course a hefty PTO package plus 11 holidays)
• 401K match. Literally free money.
• Free food. Plus kombucha, cold brew coffee, sparkling water all on tap.
• All people and roles are bonus-eligible.
• Quarterly team building events / happy hours (city-wide scavenger hunt, bowling, ropes course, putt-putt)
• Bring your dog to work (3 days / week)
• Extended paid parental leave regardless of gender or familial make-up

Here’s the deal with our not-so-standard, um standard interview process because we know you are the curious type, which is why you’re still reading this

• Quick 30 min phone chat with a high energy member of our Talent Acquisition team to do a quick overview of your background and answer any burning questions you have
• Team interviews are kept to a minimum to foster a more efficient, candidate-friendly process (too many interviewers yields little value and drags out the process for you and who wants that, right?) :
• A short series of in-person or video interviews in a 1 : 1 setting; these are usually with the hiring manager, one or two other team members, and a person from another team to get broader perspectives (note : we don’t do panel interviews because they don’t give interviewers a chance to ask you unique questions, and we assign interviewers different roles so we’re probing different capabilities)
• A case study or job task to simulate what you’d actually be doing in the role (since your job is not actually to be interviewed for a living, why is that the thing companies rely on so much?

Yes, there will be a small panel for this one so you don’t have to do it more than once, and yes, they might ask you some kind yet probing questions at the end after the raucous applause stops.

Once your interview concludes, the team will meet for an in-depth consultative process to ensure we are hiring the right person for the right job.

Interviewers must come in with a strong yes or no vote beforehand to avoid groupthink with supporting reasons. The collective thoughts on your candidacy will be discussed in an environment of safety to challenge ideas respectfully, debate.

and be open to all important qualifications of the candidates. A trained, disinterested bias blocker will be present to help mitigate bias so the team can make a sound hiring decision.

The moment of truth arrives when the hiring manager makes the big decision. If you nailed the interviews and the case study was brilliant, guess what?

The offer is all yours! And the ball is in your court. Will you accept? We sure hope so because this place is the real deal, and don’t just believe us just ask the 93% of our people who said this is a great place to work in our most recent employee survey.