ServiceNow Delivery Manager

Overview

We are seeking an experienced ServiceNow Delivery Manager with strong, hands-on expertise in leading the operational management, service delivery, and continuous improvement of ServiceNow-based services. This role ensures reliable, efficient and compliant platform operations while serving as the bridge between technical teams, business stakeholders and leadership.

Responsibilities

• Operational Management : Oversee daily operations and overall health of the ServiceNow platform.
• Ensure effective monitoring, maintenance, and support across all active ServiceNow modules (e.g., ITSM, ITOM, HRSD).
• Drive adherence to SLAs, KPIs, and performance metrics through continuous review and optimization.
• Incident, Problem & Change Management : Lead resolution of high-priority incidents and coordinate root cause analysis.
• Ensure robust problem management to reduce recurring issues.
• Oversee the ServiceNow change management process to ensure controlled and secure platform updates.
• Platform Support & Delivery Coordination : Manage and coordinate Level 1, 2, and 3 support teams, including internal staff and vendor partners.
• Plan and oversee cloning, patching, upgrades, and platform enhancements.
• Prioritize and balance operational workstreams including enhancements, fixes, and technical debt.
• Stakeholder Engagement : Act as the primary point of contact for business units regarding ServiceNow operations.
• Communicate platform performance, risks, and planned improvements to IT and business leadership.
• Translate business needs into actionable service improvement initiatives.
• Governance & Compliance : Ensure operations align with ITIL practices and internal governance standards.
• Maintain audit trails, compliance with security controls, and up-to-date documentation.
• Support audits and risk assessments with operational evidence and reporting.
• Lead service improvement initiatives to enhance stability, efficiency, and user experience.
• Identify opportunities for automation and process optimization.
• Benchmark performance against best practices and implement operational excellence strategies.

Required Qualifications

Preferred Skills & Certifications

Seniority level

Employment type

Job function

Industries

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