ServiceNow Delivery Director

1 week ago

Makati City, National Capital Region, Philippines TASQ Staffing Solutions Full time


ServiceNow Delivery Director

Position Summary

The ServiceNow Delivery Director is responsible for leading a team of 40+ professionals in the delivery of managed services across the ServiceNow platform. This role oversees support, enhancement, and optimization of modules including ITSM, ITOM, ITBM, CSM, HRSD, IRM, SecOps, and SPM. The director ensures operational excellence, SLA compliance, and alignment with strategic business goals in a complex enterprise environment.

Key Responsibilities

  • Service Delivery Leadership: Oversee the delivery of end-to-end ServiceNow services, ensuring SLA compliance and high client satisfaction.
  • Team Management: Lead and develop a high-performing team of consultants, developers, and support engineers.
  • Operational Oversight: Manage daily operations including incident/problem management, request fulfillment, and platform monitoring.
  • Platform Maintenance: Direct monthly cloning, patching, and bi-annual upgrades with minimal business disruption.
  • Stakeholder Engagement: Serve as the primary contact for business leaders, presenting performance metrics and aligning services with business priorities.
  • Financial & Resource Management: Manage budgets, allocate resources effectively, and oversee vendor relationships.
  • Continuous Improvement: Drive innovation through automation, platform enhancements, and adoption of new ServiceNow capabilities such as GenAI and Predictive Intelligence.
  • Risk & Quality Management: Ensure delivery quality, manage risks, maintain documentation, and enforce development standards.
  • Training & Enablement: Promote knowledge sharing and ensure ongoing training for both team members and end-users.

Requirements:

  • Education: Bachelor's degree in Computer Science, Information Technology, Business, or related field (MBA preferred).
  • At least 15 years in IT service delivery, including at least years managing enterprise ServiceNow environments.
  • Proven leadership of large delivery teams (40+ professionals).
  • Deep experience with multiple ServiceNow modules and complex integrations (e.g., SAP, Active Directory).
  • Familiarity with regulatory compliance (e.g., GDPR, AML).
  • Willing to work in Legazpi Village, Makati City
  • Amenable to be on a morning/early morning shift but flexibility is expected. No night shift.
  • Willing to work onsite thrice a week
  • Able to start at least 60 calendar days upon JO acceptance

Certifications:

  • Required: ServiceNow Certified System Administrator
  • Preferred: One or more Certified Implementation Specialist credentials (ITSM, CSM, HRSD, IRM, SecOps, SPM)

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