ServiceNow Delivery Director

Job Summary

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.

Key Responsibilities

• 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.

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
• Certified Implementation Specialist – Strategic Portfolio Management
• ITIL Expert or higher (preferred).
• Project Management Professional (PMP) or equivalent (preferred).

Technical Skills

• 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.

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.