Service Delivery Manager – ServiceNow AMS and Managed Services

At IBM Consulting FutureNow, we unite human expertise and artificial intelligence to deliver client results with certainty, speed, and value. Fueled by LGS, with offices in Montreal and Quebec City, we combine the strength of the IBM network with the proximity of a Quebec-based company.

Our professionals work in specialized teams on high-impact projects, offering both on-site and remote services. Regardless of your level of experience, you will be paired with a coach to accelerate your professional development in an environment where we build the future, now.

The benefits of joining our team:

• For continuous learning: access to IBM's intellectual capital and training on a multitude of cutting-edge technologies.

• For your well-being: a comprehensive group insurance package including telemedicine services, a retirement savings plan with employer contribution, IBM shares at a reduced rate, supplementary parental leave benefits and a wellness allowance!

• To enjoy more of life: annual vacation, company holidays, and time-off for life events.

You will run ServiceNow application management (AMS) and managed services for large clients. You will deliver against service levels and outcomes, plan transition-in, and improve the platform year over year through an enhancement backlog.

IBM Consulting's ServiceNow practice in Canada works with clients in government and defence, financial services, energy and utilities, telecommunications and transportation.

Here is how you will be involved

• Lead service transition-in: knowledge transfer, run books, tooling, service levels and reporting set-up.
• Run day-to-day service delivery: incident, problem, change and release management to ITIL practice.
• Report SLA, KPI and outcome measures; run monthly service reviews with the client.
• Govern the enhancement backlog and continuous-improvement roadmap with client product owners.
• Plan family-release upgrades and change freezes.
• Manage blended onshore, nearshore and global delivery teams, including capacity and staffing.
• Own the commercial health of the service and identify extension opportunities.

Your experience

• 7+ years in IT service delivery, including 3+ years managing ServiceNow AMS or managed services.
• ITIL 4 Foundation.
• Experience managing to contractual SLAs or outcome-based pricing.
• Experience leading global delivery teams.

You stand out for

• ITIL 4 Managing Professional and ServiceNow CSA.
• Your experience with multi-module instances (ITSM, ITOM, CSM, HRSD).
• Your experience with energy, utilities, telecom or public-sector clients.
• Eligibility to obtain a Government of Canada security clearance (Reliability Status or Secret), required for federal and Crown assignments.

• Bilingualism in French and English is required, as you will be working with resources outside Quebec.

#IBMJOBS #CICJOBS

The use of the masculine gender is done solely for the purpose of simplifying reading and research, and does not aim at any form of discrimination. LGS values diversity and inclusion and this wording has no discriminatory intent.

Be Yourself at LGS

LGS is committed to considering all qualified candidates without regard to ethnicity, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodiversity, age, veteran status, or other characteristics.

This role may involve working with one or more technologies covered by export regulation sanctions. If you are not a Canadian permanent resident or Canadian citizen, please inquire with your talent acquisition advisor.

AP-2001094