Director of ServiceNow Operations

The Director of ServiceNow Operations will provide operational support to CRI's Solutions Division ServiceNow Developers and oversees ServiceNow Project Management Office (PMO) group. This position will also provide guidance related to the overall people management within the ServiceNow Division.

Responsibilities
Track and report on status of current projects to upper management
Review all SOWs, track financials and revise agreements as necessary
Work with senior stakeholders
Organize workflow and ensure that employees understand their duties or delegated tasks
Work with the PMO & ServiceNow Lead Developers to ensure processes and methodologies are implemented and improving.
Track ServiceNow customer outcomes and implement identified methods to improve on delivery
Monitor employee productivity and provide constructive feedback and coaching
Performs employee management functions to include employee hiring, mentor/growth,
training, performance reviews, and employee oversight.
Hold staff accountable to performance, training, and certification plans and implement corrective actions as needed. Monitor employee productivity and provide constructive feedback and coaching to effectively bridge any performance gaps. Receive complaints and resolve problems
Prepare and submit performance reports
Decide on reward and promotion based on performance for direct reports
Pass on information from upper management to employees and vice versa
Hire and help guide new employees
Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises

Requirements
Bachelor's degree in operations management or related field, or an equivalent combination of education and experience.
PMP- Project Managment Professional
Proven experience as supervisor or relevant role
Familiarity with company policies and legal guidelines of the field
Excellent communication and interpersonal skills

Outstanding organizational and leadership skills
Experience in management, operations, and leadership
Understanding of general finance and budgeting
Ability to build consensus and relationships among managers, partners, and customers.
Excellent communication skills
Solid understanding of financial management
U.S. Citizen

Preferred Experience/Requirements
Experience with ServiceNow Platform is desired.
Experience with ITSM product suite is desired.
Experience with ITOM product suite is desired.
Experience with SPM product suite is desired.
Experience with CSM product suite is desired.
Experience with Integrated Risk Management/GRC product suite is desired.
Preferred experience with enterprise projects.
ServiceNow Certified System Administrator or other relevant certifications.
Additional Project Management Institute certifications such as: PgMP, PfMP,etc.

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