MANAGER, SERVICE DELIVERY PLATFORM (SERVICENOW)

at  Georgian College

MANAGER, SERVICE DELIVERY PLATFORM (SERVICENOW)(Job Number: 205-24)
Department: Innovation and Digital Experience
Campus: Barrie
Posting Date: September 16, 2024
Salary Range: $96,466-$120,582
Classification: Administrative
Status: Full-time
Reporting to the Executive Director, Innovation and Digital Experience, the Manager, Service Delivery Platform (ServiceNow) is responsible for leading and managing the integration of services through ServiceNow and the development of business processes, policies and procedures that support the College’s north star vision of delivering an unrivaled experience for students, employees, and community partners.
As one of the ServiceNow system’s principal subject matter experts, the Manager, Service Delivery Platform (ServiceNow) will be responsible for providing strategic direction and consultation, ensuring overall performance and effectiveness of ServiceNow and student/employee services. The incumbent also provides guidance and direction to Academic and Administrative departments on business processes and policy, coordinating efforts to ensure alignment with the vision for ServiceNow as a transformational tool.

The incumbent is customer focused and responsible for leading the investigating, analysing, planning, developing, implementing and continuously enhancing the College’s ServiceNow system including developing policies, procedures and services that support the achievement of strategic priorities and related targets. Specific duties include, but are not limited to:

• Responsible for overall day-to-day effective performance of ServiceNow, the staff, and the resources of the team, balancing the priorities of both the technical and business drivers and aligning work with the skills and capabilities of the staff. Provide oversight to scope of work, level of effort, timing estimates provided by staff/vendor, and ensure they are reasonable according to normal industry practice
• Responsible to provide an unrivaled user experience to all customers and agents for all ServiceNow products and modules in use at the college
• Researches, plans, develops and implements efficient service processes to ensure constituents are served promptly, efficiently and with the correct answer either in person or online, across all Georgian campuses and regardless of which department they contact. This includes the coordination and distribution of technical and informational content necessary to support student/employee service and communications to students/employees
• Owns the relationship with constituents, including Registrar, Dean of Students, Dean of International, Academic Deans, Human Resources, Corporate Services, and other Deans and Directors to identify, model, and document business process, and data requirements
• Represents the college with regards to the relationship with ServiceNow and the implementation consulting firm
• Oversees the ongoing operational use of ServiceNow in all aspects and processes. Provides leadership and strategic direction for the implementation and enhancement of ServiceNow and related processes, procedures, and policies.
• Estimates, prioritizes, plans, and coordinates ServiceNow enhancements, expansions and implementation of new products/modules (following appropriate approval and budget processes), by working with the respective business process functional teams, and the IT technical team
• Determines key performance indicators to measure success and provides regular reporting from ServiceNow, supporting business outcomes
• Develops and provides documentation and ongoing training for student’s and employee’s use of ServiceNow
• Develops, implements and monitors a strategic, comprehensive strategy to leverage the College’s ServiceNow investment to support the delivery on the unrivalled experience
• Analyses and develops strategies to address operational issues, identifies, procures, and implements required enhancements/modifications to improve service delivery, processes and system capability/functionality.
• Provides guidance and direction to the academic community on matters relating to business processes, policies, etc.
• Designs the ongoing ServiceNow governance model and structure
• Responsible for all aspects of staffing from overseeing the required staffing levels, recruitment, selection, performance management and evaluation, discipline, etc.
• Works to foster and develop a strong team environment with high levels of employee engagement that model the college’s ‘unrivaled experience’ vision
• Participates in and supervises the preparation and recommendation of detailed budgets with cost estimates. Establishes and maintains budgetary control for assigned portfolio.
• Leads and directs communication strategy and knowledge management processes
• Develops and implements a college-wide communication plan for ServiceNow
• Expands the user base for ServiceNow through onboarding of new departments/users and continuous engagement with existing users, clearly demonstrating use cases and benefits of ServiceNowQUALIFICATIONS:
• Successfully completed a three-year postsecondary diploma/ degree in Business Administration, Public Administration, Information Technology, or a related field of study
• Designation in Process Improvement (Lean Management, 6 Sigma) or PMP (Project Management Professional) is considered and asset
• ServiceNow training and up-to-date certifications is considered an asset.
• A minimum of seven years’ experience in strategic operational planning with 3 years directly related experience of ServiceNow development and/or administration experience.
• Experience with the College environment, governance, and policies
• Knowledge of accounting principles
• Experience in developing, implementing, interpreting and streamlining policies and procedures
• Experience using business intelligence systems / tools, student/employee information systems and supporting system development/implementation/upgrades
• Experience managing / supporting multiple, complex operational and cross-functional projects at a time with tight deadlines
• Ability to influence others who are more senior to them and find a consistent way forward
• Strong analytical, organizational and decision-making skills (interpretation and analysis of large amounts of complex data)
• Demonstrated organization and time management skills
• Strong interpersonal and client service skills
• Excellent Verbal and Written Communication

Georgian College supports diversity, equity and a workplace free from harassment and discrimination and is committed to an inclusive, barrier-free environment. We invite applications from all qualified candidates and actively encourage applications from members of groups with historical and/or current barriers to equity, including, but not limited to persons of Indigenous ancestry, racialized persons, persons with disabilities, women and members of the 2SLGBTQ+ community. If you are contacted to participate in the interview, please advise the coordinator of any accommodations needed with respect to any materials or processes used to ensure you have access to a fair and equitable process.
Alternate formats will be provided upon request throughout the recruitment and selection process.
Georgian College has introduced FLEX Work for some positions. This position is currently eligible for Hybrid Work. FLEX Work agreements will be determined between the employee and manager when employment commences and may change in accordance with the FLEX Work guidelines. All employees are required to permanently reside in the province of Ontario.
Applications for this position must be received by 11:59 p.m. September 27, 2024. While we thank all applicants, only those contacted for an interview will be acknowledged.

• Responsible for overall day-to-day effective performance of ServiceNow, the staff, and the resources of the team, balancing the priorities of both the technical and business drivers and aligning work with the skills and capabilities of the staff. Provide oversight to scope of work, level of effort, timing estimates provided by staff/vendor, and ensure they are reasonable according to normal industry practice
• Responsible to provide an unrivaled user experience to all customers and agents for all ServiceNow products and modules in use at the college
• Researches, plans, develops and implements efficient service processes to ensure constituents are served promptly, efficiently and with the correct answer either in person or online, across all Georgian campuses and regardless of which department they contact. This includes the coordination and distribution of technical and informational content necessary to support student/employee service and communications to students/employees
• Owns the relationship with constituents, including Registrar, Dean of Students, Dean of International, Academic Deans, Human Resources, Corporate Services, and other Deans and Directors to identify, model, and document business process, and data requirements
• Represents the college with regards to the relationship with ServiceNow and the implementation consulting firm
• Oversees the ongoing operational use of ServiceNow in all aspects and processes. Provides leadership and strategic direction for the implementation and enhancement of ServiceNow and related processes, procedures, and policies.
• Estimates, prioritizes, plans, and coordinates ServiceNow enhancements, expansions and implementation of new products/modules (following appropriate approval and budget processes), by working with the respective business process functional teams, and the IT technical team
• Determines key performance indicators to measure success and provides regular reporting from ServiceNow, supporting business outcomes
• Develops and provides documentation and ongoing training for student’s and employee’s use of ServiceNow
• Develops, implements and monitors a strategic, comprehensive strategy to leverage the College’s ServiceNow investment to support the delivery on the unrivalled experience
• Analyses and develops strategies to address operational issues, identifies, procures, and implements required enhancements/modifications to improve service delivery, processes and system capability/functionality.
• Provides guidance and direction to the academic community on matters relating to business processes, policies, etc.
• Designs the ongoing ServiceNow governance model and structure
• Responsible for all aspects of staffing from overseeing the required staffing levels, recruitment, selection, performance management and evaluation, discipline, etc.
• Works to foster and develop a strong team environment with high levels of employee engagement that model the college’s ‘unrivaled experience’ vision
• Participates in and supervises the preparation and recommendation of detailed budgets with cost estimates. Establishes and maintains budgetary control for assigned portfolio.
• Leads and directs communication strategy and knowledge management processes
• Develops and implements a college-wide communication plan for ServiceNow
• Expands the user base for ServiceNow through onboarding of new departments/users and continuous engagement with existing users, clearly demonstrating use cases and benefits of ServiceNowQUALIFICATIONS:
• Successfully completed a three-year postsecondary diploma/ degree in Business Administration, Public Administration, Information Technology, or a related field of study
• Designation in Process Improvement (Lean Management, 6 Sigma) or PMP (Project Management Professional) is considered and asset
• ServiceNow training and up-to-date certifications is considered an asset.
• A minimum of seven years’ experience in strategic operational planning with 3 years directly related experience of ServiceNow development and/or administration experience.
• Experience with the College environment, governance, and policies
• Knowledge of accounting principles
• Experience in developing, implementing, interpreting and streamlining policies and procedures
• Experience using business intelligence systems / tools, student/employee information systems and supporting system development/implementation/upgrades
• Experience managing / supporting multiple, complex operational and cross-functional projects at a time with tight deadlines
• Ability to influence others who are more senior to them and find a consistent way forward
• Strong analytical, organizational and decision-making skills (interpretation and analysis of large amounts of complex data)
• Demonstrated organization and time management skills
• Strong interpersonal and client service skills
• Excellent Verbal and Written Communicatio