Service Delivery Manager

Date PostedFebruary 02, 2018
IndustryTV Jobs
Job StatusFull-time
SalaryNot Specified
Description:

Make your mark in Broadcasting and Digital Media. Sinclair Broadcast Group and Sinclair Digital Solutions are dedicated to making Sinclair a communications powerhouse! We are the largest and most diversified television broadcasting company in the country. Sinclair owns and operates, programs or provides services to more television stations than anyone and has affiliations with all major networks. Sinclair Digital group is focused on bringing the most engaging content to web, mobile and over-the-top broadcasting to audiences all over the country! Our success is the result of extraordinary employees and an exemplary management team who believe in a vision and are dedicated ensuring a great future for our employees. Whether you are an industry veteran or a just starting out, you can find it at Sinclair! We are advancing the world of Broadcasting and we want YOU to join our winning team!

Sinclair Broadcast Group is seeking a Service Delivery Manager (SDM) to help grow and enhance our ServiceNow initiative. In conjunction with our ServiceNow product and our Service Delivery teams, the SDM will work closely with business leadership to enhance the customer experience and increase efficiency. This will include refining and expanding our Service Catalog, overseeing the delivery of services to Sinclair employees, and evaluating customer feedback alongside other performance indicators to monitor and improve the effectiveness of service design, service transition and service operation. The SDM has overall responsibility for service communication, understanding and clarifying customer requirements and defining as well as establishing service and support requirements. In addition, the SDM investigates and resolves any outstanding customer relationship concerns.

Primary Responsibilities Include:

  • Work with the Director of Service Delivery, ServiceNow developers and business stakeholders to produce ServiceNow catalog items and Service Request work flows
  • Understand customer objectives and utilize your knowledge of ServiceNow to assist with solution design
  • Set and manage expectations of stakeholders throughout the solution lifecycle with effective communication and demonstrations as solutions progress.
  • Coordinate with Software Development Manager and ServiceNow development team to manage development backlog
  • Provide Service Delivery reporting on metrics of SLA adherence and customer satisfaction by utilizing native ServiceNow KPI’s and Customer Survey results
  • Utilize Service Delivery reporting to identify potential areas of improvement in Service Delivery

The preferred Candidate will have:

  • ITIL V3 Foundation Certification
  • 3-5 years ServiceNow ITIL User experience
  • Previous experience designing ServiceNow catalog items and workflows
  • Exceptional customer and relationship management skills
  • Proactive and positive attitude with a flexible approach to project delivery
  • Instinctive need to provide outstanding customer service
  • Strong analytical and problem-solving abilities
  • Excellent communication & presentation Skills
  • Solid technical skills, particularly MS office packages
  • Familiarity with Project Management and the requirements gathering proc

Sinclair Broadcast Group, Inc. is proud to be an Equal Opportunity Employer and Drug Free Workplace!

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