Job Description:

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