ServiceNow Delivery Manager

Job Description :

Role : ServiceNow Delivery Manager.

Location : Remote.

Experience : 10 to 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.

• 1015+ 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.