Job Title: ServiceNow Service Delivery Manager

Experience: 8+ Years (5+ years in Service Delivery / Project Management)

Job Summary:

We are seeking a dynamic and experienced ServiceNow Service Delivery Manager to oversee the end-to-end delivery of ServiceNow services to our clients. The ideal candidate will have strong service management and project delivery experience, a customer-focused mindset, and the ability to manage multiple stakeholders and teams. While ServiceNow technical knowledge is preferred, it is not mandatory—what's essential is the ability to lead delivery teams, ensure SLAs are met, and maintain high levels of client satisfaction.

Key Responsibilities:

Client & Stakeholder Management

· Act as the primary point of contact for clients regarding ServiceNow service delivery and support.

· Build and maintain strong client relationships, ensuring customer expectations are clearly defined and met.

· Conduct regular service reviews, manage escalations, and resolve issues promptly.

Service Delivery Oversight

· Lead the planning, execution, and delivery of ServiceNow implementations, enhancements, and support services.

· Ensure Service Level Agreements (SLAs), KPIs, and performance metrics are consistently achieved.

· Monitor and manage the quality, timelines, and cost-effectiveness of all ServiceNow deliveries.

Team & Resource Management

· Manage cross-functional teams including developers, testers, administrators, and business analysts.

· Coordinate with internal technical leads and delivery managers to assign resources and optimize capacity planning.

· Foster a collaborative environment, encouraging continuous improvement and accountability.

Process & Governance

· Define and enforce delivery standards, ITIL-based processes, and best practices aligned with organizational goals.

· Track project and support performance using tools like JIRA, ServiceNow reports, or Excel dashboards.

· Manage change requests, incident escalations, and problem resolution through structured workflows.

Reporting & Documentation

· Generate and present weekly/monthly service delivery reports highlighting SLA adherence, incident trends, service health, and improvement actions.

· Maintain comprehensive documentation including runbooks, process documentation, and governance templates.

Continuous Improvement & Innovation

· Identify opportunities for process optimization, automation, or platform enhancements in collaboration with technical teams.

· Contribute to ServiceNow roadmap discussions and client strategy sessions.

Required Skills and Experience:

· 8+ years of total experience in IT Service Management, Project Management, or Client Delivery roles.

· 5+ years of experience as a Service Delivery Manager, Project Manager, or similar leadership role.

· Proven experience managing ITSM/ServiceNow-based projects or support engagements.

· Strong understanding of ITIL frameworks and service operations.

· Hands-on experience managing SLAs, resource planning, and client communications.

· Excellent organizational, leadership, and stakeholder management skills.

Preferred Qualifications:

· Exposure to the ServiceNow platform and its modules (ITSM, CMDB, Incident, Change, Request).

· Familiarity with Agile and Waterfall delivery models.

· Experience with contractual SLA management and vendor performance tracking.

· Experience working with onshore-offshore delivery models.

· Certifications (Preferred but not mandatory):

o ITIL® v3/v4 Foundation or Intermediate

o Project Management (PMP/PRINCE2/Safe Agilist)

o ServiceNow Fundamentals / CSA (optional)

Soft Skills:

· Strong communication and negotiation skills.

· Excellent problem-solving and conflict-resolution abilities.

· Proactive and strategic thinker with attention to detail.

· Capable of multi-tasking in a dynamic, deadline-driven environment.