ServiceNow Delivery Manager
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Key skills for this role
About the Role
DXC Technology seeks an experienced ServiceNow Service Delivery Manager to oversee delivery, stability, and continuous improvement of a large-scale ServiceNow platform within a Center of Excellence model.
Key Skills for This Role
Responsibilities
- Own and manage the overall delivery of the ServiceNow platform, including ongoing operations and support, backlog driven enhancements, and release and deployment management
- Ensure service delivery commitments are met while maintaining platform stability and performance
- Act as the primary escalation point for delivery related issues and decisions
- Partner with business and technical stakeholders to understand, prioritize, and manage demand, validate and challenge requirements, and align business expectations with platform capabilities
- Manage stakeholder expectations and drive resolution of conflicts and delivery challenges
- Lead and support cross functional delivery teams including ServiceNow Developers, Technical Consultants, Business Analysts, QA and Support Teams
- Establish and maintain delivery governance frameworks and standards
- Monitor delivery performance against KPIs, SLAs, and agreed commitments
- Identify service delivery bottlenecks and process inefficiencies and drive optimization initiatives
Requirements
- 7–10+ years of experience in Service Delivery Management with significant exposure to ServiceNow platforms
- Proven track record managing multi stream ServiceNow delivery (operations and enhancements)
- Strong understanding of ServiceNow capabilities and modules including ITSM, ITOM, CMDB, HRSD, CSM
- Ability to confidently engage with both business and technical stakeholders
- Experience challenging requirements and assumptions to ensure optimal solutions
- Strong understanding of service delivery frameworks, governance models, SLA and KPI management, change and release management processes
- Ability to defend delivery decisions and recommendations, represent and support delivery teams
- ServiceNow Certified System Administrator (CSA) – Preferred
- ITIL Certification – Advantageous
Full Job Posting
Job Summary
- We are seeking an experienced ServiceNow Service Delivery Manager to oversee the delivery, stability, and continuous improvement of a large scale ServiceNow platform operating within a structured Center of Excellence (CoE) model.
- The successful candidate will be responsible for driving end to end service delivery, ensuring operational excellence, backlog driven enhancements, and effective stakeholder engagement.
Key Responsibilities
- Own and manage the overall delivery of the ServiceNow platform, including ongoing operations and support, backlog driven enhancements, and release and deployment management.
- Ensure service delivery commitments are met while maintaining platform stability and performance.
- Act as the primary escalation point for delivery related issues and decisions.
- Partner with business and technical stakeholders to understand, prioritize, and manage demand, validate and challenge requirements, and align business expectations with platform capabilities.
- Manage stakeholder expectations and drive resolution of conflicts and delivery challenges.
- Lead and support cross functional delivery teams including ServiceNow Developers, Technical Consultants, Business Analysts, QA and Support Teams.
- Establish and maintain delivery governance frameworks and standards.
- Monitor delivery performance against KPIs, SLAs, and agreed commitments.
- Identify service delivery bottlenecks and process inefficiencies and drive optimization initiatives.
Required Qualifications & Experience
- 7–10+ years of experience in Service Delivery Management with significant exposure to ServiceNow platforms.
- Proven track record managing multi stream ServiceNow delivery (operations and enhancements), backlog driven development and prioritization, and cross functional and distributed teams.
- Strong understanding of ServiceNow capabilities and modules including ITSM, ITOM, CMDB, HRSD, CSM.
- Ability to confidently engage with both business and technical stakeholders.
- Experience challenging requirements and assumptions to ensure optimal solutions.
- Strong understanding of service delivery frameworks, governance models, SLA and KPI management, change and release management processes.
- Ability to defend delivery decisions and recommendations, represent and support delivery teams, and perform effectively in complex and high pressure environments.
Preferred Qualifications
- Experience working within a ServiceNow Center of Excellence (CoE) model or large scale or multi entity ServiceNow environment.
- Exposure to Agile or Hybrid delivery methodologies, platform transformation initiatives, or continuous improvement programs.
- ServiceNow Certified System Administrator (CSA) – Preferred.
- ITIL Certification – Advantageous.
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