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We Lead. We Transform. We Deliver.

Ready to elevate your work experience? Cask is a team of incredibly talented people - designers, engineers, technologists, and industry thought leaders - who are all connected by a singular focus on solving business challenges that stand in the way of organizational change and progress. Along the way, we balance culture and business, resulting in a company that is committed to making the lives of our employees a little better and more fun each day. We invite you to bring your authentic, courageous, empathetic, and customer-obsessed self to be part of our experienced team delivering awesomeness for our customers and employees.

Reporting to the Director of Engineering, the ServiceNow Service Delivery Manager fulfills the role of technical consultant and account manager while overseeing the delivery of services for Casks Managed Services clients.

The ServiceNow Service Delivery Manager is a dynamic customer-centric leader who provides consultative leadership to the client and assures alignment between Cask services and customer business needs. Overall, the Service Delivery Manager has strong ServiceNow technical knowledge, a sound understanding of business strategy, and possesses exceptional customer relationship management and account management skills. In addition to collaborating with various Cask resources, this position must regularly interface with multiple levels of client stakeholders such as Administrators, Developers, Architects, Business Analysts, Managers, Directors, and Platform Owners. Effective communication skills, both verbal and written, are vital to success in the role. Being able to plan, prioritize, and roadmap solutions and services that align with customer expectations requires the ability to listen, interpret, strategize and communicate. The role also requires a broad and deep understanding of the ServiceNow platform and best-practices pertaining to the implementation and configuration of its various applications and modules in order for the Service Delivery Manager to effectively guide and manage the Cask team. This position requires continuous control over budget, resource plans, contractual obligations and client priorities to keep Cask and clients on task and on target.

What youll be doing:

• This role is an integral part of both account planning and technical consulting
• You are exceptional at delivering support strategies, working to proactively monitor problems, change processes, and handle issues to ensure our customers success with the platform
• You can proactively instill a culture where execution perfection is the norm, automation is encouraged, and client satisfaction is the ultimate measure of success
• Executing the strategy and the delivery of operational services solutions that support enterprise customers in their journey to ServiceNow adoption and expansion
• Quarterbacking planning, prioritization roadmapping, development, and operations for a team providing support for Cask clients
• Identifying appropriate resource skills and managing resource plans in alignment with the roadmap and budget
• Ensuring that Cask is meeting our contractual obligations through measurement of key KPIs, while tactfully avoiding duties outside the scope of our contractual obligations
• Takes ownership of the overall quality for the services provided by the Cask team
• Supporting all efforts to simplify and enhance the customer experience
• Establishing, tracking, analyzing, and reporting metrics aligned with Client Success goals for client satisfaction and retention
• Establishing a trusted platform advisor relationship with clients and drive continued value of our products and services
• Navigating internal resources on account escalations to drive resolution
• Guiding staff to be self-motivated with the ambition to problem-solve, learn, and create their own mechanisms for resolving issues and, most importantly, communicating effectively with the ability to thrive in a team environment
• Act as an escalation point-of-contact for all account issues
• Ensuring all Cask technical standards and quality control process have been implemented, understood, and executed by the team
• Multi-tasking and solving multiple issues simultaneously in a high stress environment
• Coaching and mentoring teams to ensure personnel are working customer requests as efficiently and accurately as possible in a team oriented professional culture
• Reviewing, enhancing, and establishing standard operating procedures to improve service delivery
• Providing thought leadership and problem-solving input for Cask and our customers, and driving cross-functional relations with all departments at Cask
• Creating a learning organization focused on improving team execution, capability, and morale
• Provides ServiceNow platform expertise to support customers ongoing work on the platform
• Coordinate the flow of information between clients and technical support teams in order to facilitate work
• Facilitates planning and prioritization sessions with clients to drive value and ensure continual team utilization
• Build and review weekly and monthly status reports on a consistent basis

What youll bring to the table:

• Hands on technical experience in developing, implementing and/or maintaining ServiceNow platforms
• 3+ years delivering SaaS engagements
• 5+ years of hands-on experience with ServiceNow
• 7+ years of related business experience
• Experience working in an Agile/Scrum environment preferred
• Experience managing account financials
• Demonstrated ability to consult and support technical solutions (providing options with pros, cons and risks) while providing assistance in solving business processes and/or technical problems and relay that in common language and not IT jargon
• Knowledge of Web Technologies (XML, HTML, JavaScript, Angular JS, etc.) and working in a SaaS environment

Education/Certification

• Bachelors Degree in MIS or Computer Science or equivalent experience
• Certified System Administrator (within 90 Days)
• ServiceNow Implementation Badge
• Minimum One (1) CIS Cert
• Working towards additional ServiceNow certifications
• 5 ServiceNow micro certs
• ITIL Certification a plus

Perks? Oh, yes.

Cask's success is based on our most valuable asset - our people. We offer a robust benefits package designed with your needs in mind. We are passionate about investing in our people. As lifelong learners, we support your continued education and career development through paid training, including ServiceNow certifications. We build in training dollars and hours into our annual plan for each and every employee so you have the time and resources available to stretch yourself.

For more information about Casks benefits, please visit (link removed)(link removed)>

We value diversity at our company. Cask is an equal opportunity employer. Everyone who applies with the qualifications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

To learn more about Cask NX, please our website at (link removed) and be sure to follow us on LinkedIn, Facebook, and Twitter(link removed)>

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To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Note: Base salary range is $130k to $150k. This range represents the expected compensation for this position. Actual salaries will vary and may be above or below the range when taking into account the wide range of factors that are considered in making compensation decisions, including but not limited to location; skill sets; experience and training; licensure and certifications; and other business and organizational needs. Compensation decisions are dependent on the facts and circumstances of each case. The range listed is just one component of the total compensation package for employees.