ServiceNow Delivery Manager
Location: Remote
Experience: 10–15+ Years
Notice Period: 30 Days
Job Summary
We are seeking an experienced ServiceNow Delivery Manager to lead large-scale ServiceNow transformation programs across global operations. The ideal candidate will have strong expertise in ServiceNow ITSM, Managed Cloud Operations (MCO), program governance, and AI-driven service management solutions. This role requires end-to-end ownership of delivery, stakeholder management, operational excellence, and leadership of distributed global teams.
Key Responsibilities
Program & Delivery Management
- Lead end-to-end delivery of large-scale ServiceNow transformation programs across multiple geographies.
- Manage complex multi-workstream projects ensuring delivery within scope, schedule, budget, and quality objectives.
- Establish governance frameworks, delivery dashboards, KPIs, SLAs, and executive reporting mechanisms.
- Drive Agile, SAFe, and hybrid delivery methodologies across global teams.
- Ensure alignment of technology initiatives with business objectives and strategic goals.
ServiceNow Platform Leadership
- Oversee implementation, enhancement, and support of ServiceNow ITSM modules including Incident, Problem, Change, Request, and CMDB.
- Ensure adherence to ServiceNow best practices, architecture standards, and platform governance.
- Collaborate with solution architects and technical teams to design scalable, secure, and future-ready solutions.
- Drive platform optimization, performance improvements, and service excellence.
Managed Cloud Operations (MCO)
- Lead ServiceNow delivery and operations within Managed Cloud Operations environments.
- Ensure platform availability, performance, scalability, security, and compliance.
- Drive operational excellence through automation, monitoring, and continuous service improvement initiatives.
- Collaborate with infrastructure and cloud teams supporting Azure, AWS, and GCP environments.
AI & Automation Enablement
- Champion adoption of ServiceNow AI capabilities including Virtual Agent, Predictive Intelligence, and AIOps.
- Identify opportunities for AI/ML integration to improve service desk efficiency and user experience.
- Partner with data, analytics, and AI teams to deliver intelligent workflows and predictive insights.
- Promote automation-first strategies to improve operational efficiency.
Stakeholder & Client Management
- Engage with executive leadership, business stakeholders, and technology teams globally.
- Act as the primary escalation point for program risks, issues, and delivery challenges.
- Build strong client relationships and ensure high levels of customer satisfaction.
- Present program updates, roadmaps, and strategic recommendations to senior leadership.
Required Qualifications
- Bachelor's or Master's degree in Computer Science, Information Technology, or related discipline.
- 10–15+ years of experience in IT service delivery, transformation, and program management.
- Minimum 5+ years of leadership experience managing ServiceNow delivery programs.
- Strong hands-on experience with ServiceNow ITSM modules.
- Proven experience delivering large-scale global digital transformation programs.
- Experience working in Managed Cloud Operations (MCO) or cloud-managed services environments.
- Exposure to AI/ML implementations within ITSM or enterprise service management platforms.
- Strong knowledge of Agile, SAFe, ITIL, and governance frameworks.
Required Certifications
- ServiceNow Certified System Administrator (CSA)
- ITIL v3/v4 Foundation (or higher)
Preferred Certifications
- ServiceNow CIS-ITSM
- PMP / PRINCE2
- SAFe Agilist
