Service Now Delivery Manager

Job Description

We are looking for an experienced Service Delivery Manager on behalf of one of our clients, to lead the operational management, service delivery, and continuous improvement of their ServiceNow-based services. This role is crucial to ensuring a reliable, efficient, and compliant platform environment, while serving as the key link between technical teams, business stakeholders, and leadership.

The Service Delivery Manager will be responsible for platform governance, incident and problem management, service performance monitoring, operational reporting, and the coordination of internal support teams and external vendors.

Key Responsibilities

• Oversee daily operations and health of the ServiceNow platform.
• Ensure effective monitoring, maintenance, and support across key modules (e.g., ITSM, ITOM, HRSD).
• Drive adherence to SLAs, KPIs, and service performance targets.

• Lead resolution of major incidents and root cause analysis.
• Manage problem processes to minimize recurrence.
• Oversee safe and controlled platform changes.

• Coordinate Level 13 support teams (internal and vendors).
• Manage platform cloning, patching, upgrades, and enhancements.
• Prioritize enhancements, fixes, and technical debt resolution.

• Act as the main contact for business units on platform operations.
• Communicate performance, risks, and planned improvements.
• Gather feedback and translate into operational improvements.

• Ensure alignment with ITIL, security policies, and audit requirements.
• Maintain documentation, audit trails, and compliance reporting.

• Lead service improvement and platform optimization initiatives.
• Identify opportunities for automation and increased efficiency.
• Apply industry best practices and benchmark performance.

Qualifications

• Bachelor&aposs in IT, Computer Science, or related field.
• 6+ years in IT operations or service delivery, with 3+ years focused on ServiceNow.
• Strong knowledge of ITIL (v4 preferred).
• Experience managing SaaS platforms and support teams.

• ServiceNow Certified System Administrator; other certifications (ITSM, ITOM, CSM) a plus.
• ITIL v4 certification.
• Experience with integrations (e.g., SAP, AD, Azure).
• Familiarity with CMDB, automation, monitoring tools, and analytics.
• Exposure to Agile, DevOps, and release management.

• Strong leadership and team coordination
• Clear communication and stakeholder management
• Analytical thinking and data-driven decision-making
• Ability to manage multiple priorities under pressure
• Focus on quality, compliance, and user satisfaction