ServiceNow Service Delivery Manager

Responsibilities

• Oversee the overall delivery of ServiceNow platform services, including continuous operations, support, and backlog-driven enhancements
• Coordinate releases and deployments to ensure smooth transitions and minimal disruption
• Serve as the main escalation point for delivery-related issues, performing root cause analysis and risk mitigation
• Collaborate with stakeholders to prioritize demands and align business objectives with platform capabilities
• Lead cross-functional delivery teams including technical consultants, developers, business analysts, and QA personnel
• Uphold delivery governance, development standards, and controlled release processes
• Monitor delivery KPIs and SLAs to drive continuous service improvement and optimization

Requirements

• 7 to 10+ years of experience in Service Delivery
• Extensive knowledge of ServiceNow platforms, specifically ITSM, ITOM/CMDB, HRSD, and CSM modules
• Proven experience managing multiple ServiceNow delivery streams and cross-functional teams
• Strong understanding of service delivery models, governance frameworks, SLAs, and KPIs
• Ability to convert high-level requirements into actionable delivery strategies
• Proficiency in release and change management procedures

Preferred Qualifications

• ITIL Foundation or higher certification
• ServiceNow Certified System Administrator or other relevant certifications
• Experience with Agile methodologies and project management tools
• Familiarity with automation and workflow optimization within ServiceNow

Benefits

• Attractive Package
• Family Benefits
• Visa
• Air Tickets