Requisition Number: 29852
Job SummaryThe ServiceNow Service Delivery Manager ensures operational excellence and seamless delivery of the organization's ServiceNow platform. This role requires deep, hands-on knowledge of the ServiceNow platform including ITSM modules, platform governance, and development delivery processes, combined with strong command of ITIL practices and IT service management principles. The SDM owns the full delivery lifecycle: maintaining SLAs, managing the demand pipeline, governing the development backlog and release cadence, and driving continuous improvement initiatives that raise service quality and operational efficiency. The role manages a hybrid delivery team composed of staff augmentation contractors and managed services and is directly accountable for holding external delivery partners - including AMS providers - to contractual commitments. This position partners closely with the Senior Manager of Enterprise Workflow Automation, the ServiceNow Architect, business stakeholders, and IT teams to ensure platform capabilities are aligned with business needs and delivered with measurable outcomes.
Duties and ResponsibilitiesServiceNow Delivery Management (30%)
- Oversee end-to-end service delivery within the ServiceNow ecosystem; manage SLAs, monitor KPIs, and ensure consistent achievement of performance targets with corrective action as needed.
- Own the demand pipeline: triage inbound requests, ensure requirements quality before work enters the sprint, and manage release cadence in coordination with the development team.
- Govern the development backlog and release process including reviewing backlog items, understanding update set risks, and validating execution of architectural priorities.
- Perform queue management and workload distribution across the hybrid delivery team; develop and maintain timely, accurate service delivery documentation, processes, and procedures.
Stakeholder Management (15%)
- Serve as primary liaison between business stakeholders and the ServiceNow development team; coordinate requirements gathering sessions and facilitate clear communication of requirements, timelines, and deliverables.
- Build and maintain strong relationships with internal customers, vendors, and third-party service providers; manage customer expectations and ensure alignment between service delivery and business objectives.
- Provide direct oversight of external delivery partners including AMS relationships and staff augmentation contractors; hold vendors accountable to SLA and SOW commitments.
- Escalate critical issues and provide executive-level reporting on service delivery performance.
ServiceNow Platform Management (20%)
- Maintain sufficient platform fluency to govern the development team's work: reviewing backlog items, understanding update set risks, and validating that architectural priorities are being executed.
- Ensure proper utilization of ServiceNow modules including Incident, Problem, Change, and Request Management; drive adoption of platform best practices and maintain governance standards.
- Collaborate with the ServiceNow Architect and developers to implement process improvements and support platform roadmap execution.
Process Improvement, Automation & AI Adoption (15%)
- Identify and lead continuous improvement initiatives to enhance service quality, improve user experience, and increase operational efficiency.
- Partner with the ServiceNow Architect to govern delivery and business adoption of AI-driven capabilities including intelligent ticket triage, Now Assist features, automated workflow routing, and developer productivity tooling.
- Champion automation adoption across business units through communication of value, change management support, and tracking of adoption metrics.
- Develop service delivery strategies aligned with ITIL best practices and emerging automation capabilities; analyze service delivery trends and provide recommendations for operational and AI-enabled enhancements.
Team Leadership (15%)
- Lead a hybrid delivery team of staff augmentation contractors and managed services members; set clear performance expectations and maintain accountability across all team members regardless of employment model.
- Manage contractor onboarding, offboarding, and performance, own vendor governance for staff augmentation relationships.
- Provide guidance on ServiceNow platform usage and service delivery best practices; foster a culture of continuous learning and improvement including active engagement with new ServiceNow capabilities and AI tooling.
Other Duties as Needed (5%)
- Perform additional responsibilities and special projects as directed by the Senior Manager of Enterprise Workflow Automation or IT leadership.
Knowledge, Skills and Abilities- ServiceNow Platform Fluency: Deep, hands-on knowledge of ServiceNow ITSM modules; ability to read and interpret ServiceNow workflows, understand SLA configuration, and engage credibly with developers and architects without requiring a translator. ServiceNow implementation and project delivery experience preferred.
- ITIL & IT Service Management: Strong command of ITSM workflows including incident, problem, change, and request management and how they support business operations; understanding of organizational reporting and SLA frameworks. ITIL Foundation v4 certification required.
- Delivery & Demand Management: Proven ability to govern a development backlog, manage release cadence, triage inbound demand, and drive SLA performance within a ServiceNow or Agile delivery context; exceptional, demonstrated operational management capabilities with experience delivering against key performance targets.
- Vendor & Contract Management: Experience governing AMS or staff augmentation arrangements; demonstrated ability to hold external delivery partners accountable to SOW and SLA commitments; proven ability to drive results in a matrixed, vendor-inclusive delivery environment. 1-2 primary vendor relationships under management.
- Stakeholder Communication & Interpersonal Skills: Excellent written and verbal communication; ability to translate technical details for business audiences and manage expectations across diverse stakeholder groups. Regular engagement with IT leaders across Infrastructure, Security, Applications, and Business Functions as well as matrix department leaders.
- Automation & AI Acumen: Familiarity with ServiceNow AI capabilities such as Now Assist, Virtual Agent, and Predictive Intelligence, or genuine curiosity and drive to develop this expertise; motivation to improve employee and end-user experience through IT and digital tools; proactive desire to identify and pursue automation and AI-enabled improvement opportunities.
- Leadership & Team Management: Leadership capabilities with ability to execute across multiple areas of responsibility simultaneously; proven ability to manage a hybrid team of employees, contractors, and managed services resources; ability to foster teamwork, develop others, and build collaborative relationships.
Minimum Qualifications- Bachelor's degree or higher required; equivalent work experience will be considered.
- Minimum 5+ years of ServiceNow experience in an operational or delivery capacity; proven experience in service delivery management or IT management including direct or matrixed oversight of delivery teams.
- ServiceNow Certified System Administrator (CSA) - required; ServiceNow Certified Implementation Specialist - ITSM (CIS-ITSM) - preferred; ITIL Foundation v4 - required; PMP or similar project management certification - preferred.
- ServiceNow ITSM experience required; ITOM or ITBM exposure a plus. Experience with service delivery in cloud environments required. Experience governing AMS or staff augmentation arrangements preferred.
