• Ensure high-quality service delivery to customers through effective management of tools, operations and processes • Works with service desk leadership to ensure customer needs are known and assists with escalations and execution • Works with the ServiceNow team to ensure customer request for enhancements, defects, and maintenance of the platform are being performed efficiently • Work with ServiceNow development team on projects, ensuring alignment with business strategy and successful delivery • Tracks KPIs, manages SLAs, conducts service reviews, and ensures continuous service improvement • Acts as a liaison between customers and our IT teams, vendors, and leadership, managing expectations and communication • Gathers requirements to write agile stories that effectively and efficiently capture needs and functionality • Leads, mentors, and manages IT staff in an Agile environment, fostering a team-oriented, problem-solving environment • Works to implement ITIL best practices, drives automation, and optimizes processes for efficiency • Assists with the development of policies and procedures and ensures their conformance with goals and objectives • Assists customers by working with our IT teams to ensure the development and administration of schedule and performance requirements • Keeps well-informed of new technologies and industry best practices and trends and then plans and advises for implementation • Manages customer relationships • Provides guidance and solutions to ensure customer needs align with strategic initiatives