Head of Delivery and Operations - Service Now

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

TTEC Digital is seeking a Head of Delivery and Operations to join our ServiceNow Practice to work on a fully remote basis.

TTEC Digital is creating an in-house ServiceNow practice in line with its strategic objectives to provide more value to its customers – leveraging AI, automation, and cloud technologies to help its customers better serve their own clients. A ServiceNow capability will accelerate TTEC Digital’s ability to do so. This is a key strategic role necessary to launch the practice. 

What You Will Do:

• Responsible and accountable for the delivery of profitable and high CSAT projects and managed Services in the ServiceNow space

• Day-to-day management and achievement of ServiceNow practice P&L, which includes hiring, training, and internal and contractor resource decision-making.

• Input into revenue forecasting and reporting for Client Delivery Services areas.

• Oversight and Reporting of Client Delivery KPIs to support Operations Meetings and management of Client Delivery

• Support PMO and Client Delivery Managers with Technical Project Oversight and escalations.

• Create and grow a team of Delivery, Project, and Program managers that specialize in TTEC Digital's chosen offerings and propositions, including creating standards and frameworks for the operation of a world-class ServiceNow delivery organization.

• Key participant in ongoing customer relationships, enabling continued business and upsell opportunities.

• Key contributor and leader for critical practice operational governance, including financial/performance, people/workforce process, consultant development, CSAT as well as partner status benchmarks/requirements.

• Integrate/harmonize ServiceNow delivery practices into wider organizational standards.

•  Provide approval and support to commercial/sales pursuits, ensuring quality and deliverability of sales/bid activity.

• Contributor to offerings, value proposition, and practice differentiators

What You Bring to The Role:

• Practical experience implementing, developing, and/or supporting ServiceNow (5+ years of experience with ServiceNow project delivery leadership, 8+ years in Operations, Delivery role)

• Bachelor’s or Master’s in Computer Science or Business-related field or equivalent work experience

• Must possess the ability to manage Global technology teams through collaboration with North American leadership.

• Ability to provide feedback, coaching, and mentorship to a team with the goal of fostering a positive, results-oriented team.

• Mastery of problem-solving and critical thinking skills which enable strategic decision-making.

• The ability to communicate effectively with all levels of the organization in both written and verbal form.

• Strong understanding of business operations and processes, and the ability to identify and implement solutions that solve management needs.

• Excellent time management, project management, and organizational skills

• Experience with CRM, CX, CCaaS, or customer service-centric technology preferred

• The anticipated range for individuals expressing interest in this position is $ 150K to $195K.  Actual compensation offers to a candidate may vary based on geographic location, work experience, education, and/or skill levels. This position is eligible to participate in an annual incentive program.

Benefits available to eligible employees include

• Medical, dental, and vision 

• Tax-advantaged healthcare accounts

• Financial and income protection benefits

• Paid time off (PTO) and wellness time off

$150,000 - $195,000 a year

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About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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