ServiceNow Delivery Director

About the Role

Our client is a provider of Audit, Tax, and Advisory services.

• Service Delivery Leadership: Oversee the delivery of ServiceNow managed services, ensuring timely resolution of incidents, service requests, and change requests while maintaining SLAs
• Team Management: Lead, mentor, and manage a team of 40+ professionals, including ServiceNow consultants, developers, administrators, and support engineers, fostering a high-performance culture and ensuring skill development.
• Operational Oversight: Manage daily operations, including incident and problem management, service request fulfillment, knowledge base maintenance, and performance monitoring, ensuring operational efficiency and client satisfaction.
• Platform Maintenance and Upgrades: Direct monthly cloning activities, patch management, and bi-annual ServiceNow platform upgrades, ensuring minimal disruption and compatibility with integrations (e.g., SAP, Active Directory, QMIS).
• Stakeholder Engagement: Act as the primary point of contact for leadership and stakeholders, conducting executive reviews, presenting performance metrics, and aligning service delivery with strategic goals.
• Financial and Resource Management: Manage budgets, resource allocation, and vendor relationships, optimizing costs while ensuring adequate staffing for support and enhancement projects.
• Continuous Improvement: Drive adoption of ServiceNow advancements (e.g., Now Assist GenAI, Predictive Intelligence) and implement best practices to enhance service quality, automation, and client experience.
• Risk and Quality Assurance: Identify and mitigate delivery risks, ensure quality control through code reviews and testing, and maintain comprehensive documentation for all managed services activities.
• Training and Knowledge Transfer: Ensure ongoing training for team members and end-users, promoting adoption and proficiency in ServiceNow modules.

• 15+ years of experience in IT service delivery, with at least 5 years in a leadership role managing ServiceNow or similar enterprise platforms.
• Proven track record of leading teams of 40+ members in managed services, including support, enhancements, and platform maintenance.
• Extensive experience with ServiceNow modules: ITxM (ITSM, ITOM, ITBM), CSM, HRSD, IRM, SecOps, and SPM, in large enterprise environments.
• Demonstrated success in managing complex integrations (e.g., SAP, Active Directory) and ensuring compliance with regulatory standards (e.g., GDPR, AML).
• Deep understanding of ServiceNow architecture and modules (ITxM, CSM, HRSD, IRM, SecOps, SPM), including configuration, scripting (JavaScript, Glide API), and automation (Flow Designer, Workflow Editor).
• Expertise in managing integrations using REST, SOAP, and ServiceNow IntegrationHub.
• Knowledge of security and compliance features (e.g., encryption, SSO, audit trails) in ServiceNow deployments.
• Familiarity with AI-driven features (e.g., Now Assist, Predictive Intelligence) for operational insights and automation.
• Strong understanding of ITIL processes (e.g., Incident, Problem, Change, Service Request Management) and their application in ServiceNow.

• ServiceNow Certified System Administrator (mandatory).
• At least one of the following ServiceNow certifications (highly preferred):
• Certified Implementation Specialist ITSM
• Certified Implementation Specialist Customer Service Management
• Certified Implementation Specialist Human Resources
• Certified Implementation Specialist Risk and Compliance
• Certified Implementation Specialist Security Operations
• Certified Implementation Specialist Strategic Portfolio Management
• ITIL Expert or higher (preferred).
• Project Management Professional (PMP) or equivalent (preferred).

• Shift: Morning shift
• Setup: Hybrid
• Location: Makati, PH

By Applying, you give consent to collect, store, and/or process personal and/or sensitive information for the purpose of recruitment and employment may it be internal to Cobden & Carter International and/or to its clients.