Servicenow developer Jobs in Waterloo, ON

Why This Role Exists

• Clients need a single point of contact who actually understands hardware, not just a relationship manager who has to relay every technical question

• Projects span hardware deployment, structured cabling, power/cooling, and remote hands — someone has to own the full picture

• Tickets get lost between technical and commercial teams — this role closes that gap

• We are scaling and need a manager who can build process while staying hands-on with clients

Key Responsibilities

Client Ownership

• Act as the primary technical point of contact for assigned client accounts throughout the project lifecycle

• Lead client onboarding, scoping calls, and technical review meetings

• Translate client requirements into actionable work orders and internal tickets

• Manage SLA commitments, report on delivery status, and handle escalations directly — without requiring handoffs

• Build long-term relationships that reduce churn and increase account expansion

Project & Ticket Management

• Own the full ticket lifecycle in Jira, ServiceNow, or equivalent ITSM platform

• Create, assign, prioritize, and close tickets with clear documentation at every stage

• Track multi-workstream projects across planning, procurement, deployment, and sign-off

• Identify blockers early and coordinate cross-functional resolution without escalating everything upward

• Maintain a live project dashboard that clients and internal stakeholders can rely on

Datacenter & Technical Operations

• Oversee on-site and remote-hands work: server rack/stack, hardware break-fix, cabling, power, and cooling

• Review and validate work orders for technical accuracy before client-facing delivery

• Coordinate with vendors and hardware suppliers on procurement, lead times, and RMA logistics

• Ensure adherence to datacenter safety, change management, and access protocols

• Provide technical guidance to junior technicians and contractors on-site
  

Budget & Commercial Oversight

• Track project budgets, flag overruns, and submit change orders when scope shifts

• Review vendor invoices and validate against approved work orders

• Assist in preparing quotes and SOWs for new client engagements

• Maintain procurement records and ensure contract compliance for hardware and services

Team Management

• Manage a team of technicians and/or project coordinators remotely that work onsite.

• Set weekly priorities, conduct 1:1s, and run shift/resource planning

• Build and maintain SOPs, runbooks, and onboarding materials for repeatable processes

• Identify skill gaps and work with leadership on training and hiring plans

Required Qualifications

• 3+ years of experience in datacenter operations, technical infrastructure, or a closely related field

• Direct client-facing experience in a technical role — account management with a technical background, or technical ops with client exposure

• Hands-on familiarity with server hardware, structured cabling, power distribution, and remote hands operations

• Proficiency with ITSM/project tooling: Jira, ServiceNow, Zendesk, or equivalent

• Experience owning project budgets, SOWs, or vendor purchase orders

• Proven ability to manage and develop a small technical team

• Strong written and verbal communication — you write tickets, emails, and client reports that are clear the first time

Preferred Qualifications

• Experience in a managed services, colocation, or cloud infrastructure environment

• Familiarity with DCIM tools, asset management systems, or CMDB platforms

• Understanding of network fundamentals (IP allocation, VLAN basics, cross-connects)

• Exposure to ITIL practices or formal change management processes

• Any relevant certifications: CompTIA Server+, CDCP, PMP, ITIL Foundation