Servicenow Service Delivery Manager

As a ServiceNow Service Delivery Manager, your role will be to oversee the delivery, stability, and continuous improvement of a large-scale ServiceNow platform within a structured Center of Excellence (CoE) model. You will be responsible for driving end-to-end service delivery and ensuring that operations, enhancements, and ongoing services are delivered to a high standard. Your strong understanding of the ServiceNow platform will enable you to effectively manage delivery, challenge requirements, and represent the platform and team in stakeholder engagements. Key Responsibilities: - Own the overall service delivery of the ServiceNow platform, including ongoing operations, support, backlog-driven enhancements, and release and deployment coordination. - Act as the primary escalation and decision point for delivery matters, ensuring prompt issue resolution, effective risk management, and meeting delivery commitments. - Work closely with stakeholders to understand and prioritize demand, challenge requirements, and ensure alignment between business expectations and platform capabilities. - Provide strong leadership to delivery teams, including technical consultants, developers, business analysts, QA, and support functions. - Drive delivery governance and standards, ensuring consistent development practices, controlled release processes, and alignment to platform design and reuse principles. - Ensure quality and accountability across delivery by reviewing progress, monitoring delivery KPIs and SLAs, and supporting issue resolution and performance improvement. - Act as a trusted point of contact for stakeholders, representing technical and functional decisions clearly, managing expectations, and resolving conflicts with confidence. - Support continuous improvement of service delivery by identifying inefficiencies, driving process optimization, and promoting effective use of ServiceNow capabilities. Required Experience & Skills: - 710+ years of experience in Service Delivery, with a strong exposure to ServiceNow platforms. - Strong understanding of ServiceNow modules and capabilities including ITSM, ITOM/CMDB, HRSD/enterprise services, and CSM. - Ability to engage confidently with technical and business stakeholders, challenge requirements, translate high-level needs into delivery direction, and manage multi-stream ServiceNow delivery. - Proven experience in managing backlog-driven development, cross-functional teams, service delivery models and governance, SLA and KPI management, release and change management processes. - Ability to stand firm in stakeholder discussions, support and represent delivery teams effectively, and maintain control in complex or high-pressure environments. Preferred / Additional Experience: - Experience working within a ServiceNow Center of Excellence (CoE) model, large-scale or multi-entity ServiceNow environments. - Exposure to Agile or hybrid delivery models, platform transformation, continuous improvement initiatives. - Certifications such as ServiceNow CSA (preferred) and ITIL certification are a plus. As a ServiceNow Service Delivery Manager, your role will be to oversee the delivery, stability, and continuous improvement of a large-scale ServiceNow platform within a structured Center of Excellence (CoE) model. You will be responsible for driving end-to-end service delivery and ensuring that operations, enhancements, and ongoing services are delivered to a high standard. Your strong understanding of the ServiceNow platform will enable you to effectively manage delivery, challenge requirements, and represent the platform and team in stakeholder engagements. Key Responsibilities: - Own the overall service delivery of the ServiceNow platform, including ongoing operations, support, backlog-driven enhancements, and release and deployment coordination. - Act as the primary escalation and decision point for delivery matters, ensuring prompt issue resolution, effective risk management, and meeting delivery commitments. - Work closely with stakeholders to understand and prioritize demand, challenge requirements, and ensure alignment between business expectations and platform capabilities. - Provide strong leadership to delivery teams, including technical consultants, developers, business analysts, QA, and support functions. - Drive delivery governance and standards, ensuring consistent development practices, controlled release processes, and alignment to platform design and reuse principles. - Ensure quality and accountability across delivery by reviewing progress, monitoring delivery KPIs and SLAs, and supporting issue resolution and performance improvement. - Act as a trusted point of contact for stakeholders, representing technical and functional decisions clearly, managing expectations, and resolving conflicts with confidence. - Support continuous improvement of service delivery by identifying inefficiencies, driving process optimization, and promoting effective use of ServiceNow ca