Assistant Vice President- ServiceNow Delivery Leader

Inviting Applications for the role ofAssistantVice President- ServiceNow Delivery Leader

The ServiceNow Delivery Leader oversees the successful execution of large-scale ServiceNow programs and managed services, ensuring alignment with business goals, client expectations, and technical excellence. This role blends strategic leadership, delivery management, and deep ServiceNow expertise to drive digital transformation. The leader will manage global teams (200+ FTEs, primarily offshore) and deliver outcomes across modules such as ITSM, TIME, TOM, APO, SPO, Integration Hub, and emerging agentic/Now Assist capabilities.

Responsibilities

Lead large-scale ServiceNow delivery operations: Manage offshore delivery teams of

• 200+ resources, across multiple clients and programs.

• Deliver end-to-end ServiceNow engagements spanning ITSM, TIME, TOM, APO, SPO, Integration Hub, and AI/Now Assist features.

• Manage multiple large IT programs globally, often multi-tower, covering implementation, support, operations, and integration with enterprise systems.

• Oversee program governance, execution excellence, and delivery assurance across 4-5+ simultaneous programs.

• Partner with clients to define scope, delivery timelines, milestones, and measurable outcomes.

• Ensure adherence to delivery SLAs, compliance, documentation, and performance metrics across all ServiceNow streams.

• Collaborate with technical teams and client IT functions on data feeds, mapping, and integrations.

• Drive workforce planning, utilization, and forecasting for global delivery teams, balancing onshore/offshore models.

• Act as senior escalation point for risks, issues, and delivery roadblocks.

• Support solutioning and pre-sales, providing thought leadership and technical credibility.

• Drive continuous improvement, platform optimization, and adoption of ServiceNow innovations such as agentic Now Assist, Integration Hub enhancements, and automation.

Leadership & Strategic Impact

• Scale and manage large offshore delivery centers (200+ FTEs), ensuring productivity, utilization, and talent development.

• Drive delivery-led account growth, identifying expansion opportunities within ServiceNow programs.

• Represent the organization at executive client reviews, QBRs, and industry forums.

• Align ServiceNow delivery outcomes with client digital transformation and enterprise operating models.

• Ensure effective P&L management, budget adherence, and margin optimization across delivery portfolio.

• Provide inspirational leadership, mentoring senior managers and architects within the delivery team.

• Flexibility and willingness to travel internationally to support client and team needs.

Qualifications we seek in you!

Minimum Qualifications and Core Competencies:

• B.E or B.Tech or MCA

• Relevant years of experience in IT delivery, with strong Salesforce program management background

• Proven success in managing large distributed delivery teams (200+ resources, offshore/onshore).

• Track record of managing large-scale ServiceNow implementations and managed services.

• Deep knowledge of ServiceNow modules: ITSM, TIME, TOM, APO, SPO, Integration Hub.

• Familiarity with AI/agentic ServiceNow capabilities (Now Assist, Virtual Agents, generative AI workflows).

• Strong leadership in Agile, DevOps, and hybrid global delivery models.

• Excellent executive communication, stakeholder engagement, and conflict management skills.

• Experience handling large client portfolios, multi-country delivery, and vendor ecosystems.

Business & Functional Domain expertise:

Prior experience delivering ServiceNow solutions in industries like Consumer Goods, Manufacturing, Financial Services, or Healthcare.

Preferred: ServiceNow certifications such as:

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Risk and Compliance (IRC/GRC)

• ServiceNow Procurement and Supplier Lifecycle Operations (APO/SPO relevance)

• IT asset Management

• ServiceNow Implementation Specialist (ITSM or relevant modules).

• Agile/Scrum Master certification.

• PMP / Prince2 certification.