Service Now Director

Sourcing Team Lead at Crescendo Staffing and Business Consulting Inc. Overview

The ServiceNow Delivery Director will lead a team of 40+ professionals in delivering managed services for ServiceNow solutions, overseeing support, enhancements, and optimization across ITxM (IT Service Management, IT Operations Management, IT Business Management), Customer Service Management (CSM), Human Resource Service Delivery (HRSD), Integrated Risk Management (IRM), Security Operations (SecOps), and Strategic Portfolio Management (SPM). This role is responsible for ensuring high-quality service delivery, meeting Service Level Agreements (SLAs), and driving client satisfaction in a large enterprise environment. The Delivery Director will manage end-to-end operations, including incident resolution, service request fulfillment, platform upgrades, and cloning activities, while fostering team performance, stakeholder collaboration, and alignment with strategic business objectives.

Responsibilities

• Lead a team of 40+ professionals in delivering managed services for ServiceNow solutions, overseeing support, enhancements, and optimization across ITxM (ITSM, ITOM, ITBM), CSM, HRSD, IRM, SecOps, and SPM.
• Ensure high-quality service delivery, meet SLAs, and drive client satisfaction in a large enterprise environment.
• Manage end-to-end operations, including incident resolution, service request fulfillment, platform upgrades, and cloning activities.
• Foster team performance, stakeholder collaboration, and alignment with strategic business objectives.

Required Qualifications

Education

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field (Master’s degree or MBA preferred).

Experience

• 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).

Certifications

• 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.
• ITIL Expert or higher (preferred).
• Project Management Professional (PMP) or equivalent (preferred).

Technical Skills

• 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.

Soft Skills

• Exceptional leadership and team management skills, with the ability to motivate and guide a diverse team of 40+ professionals.
• Strong stakeholder management and communication skills, capable of engaging with C-level executives and cross-functional teams.
• Strategic thinking and problem-solving abilities to address complex operational and technical challenges.
• Ability to manage high-pressure situations, such as critical incidents or tight delivery deadlines.
• Adaptability to drive continuous improvement in a dynamic, enterprise-scale environment.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Strategy/Planning, Training, and Quality Assurance

Industries

• IT Services and IT Consulting

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