The ideal candidate will have strong expertise in ServiceNow platform capabilities, ITSM processes, team leadership, stakeholder management, and large-scale delivery governance.

This role requires managing ServiceNow implementations, enhancements, support operations, and transformation initiatives while ensuring high-quality service delivery and customer satisfaction.

Key Responsibilities :

- Lead the ServiceNow delivery tower and manage multiple projects, programs, and support engagements.

- Drive end-to-end delivery of ServiceNow solutions, ensuring adherence to timelines, quality standards, and budget commitments.

- Collaborate with business stakeholders, customers, and leadership teams to define delivery strategies and roadmaps.

- Provide technical and functional leadership across ServiceNow modules and platform capabilities.

- Manage and mentor ServiceNow architects, developers, administrators, and support teams.

- Establish delivery governance, resource planning, utilization, risk management, and escalation management processes.

- Ensure successful implementation and support of ITSM and other ServiceNow modules.

- Drive process improvements, automation initiatives, and best practices across ServiceNow engagements.

- Oversee UAT, production releases, change management, defect management, and support transitions.

- Monitor delivery KPIs, SLAs, customer satisfaction, and service performance metrics.

- Work closely with pre-sales and business teams for solutioning, effort estimation, and proposal support.

- Ensure compliance with ITIL standards, governance frameworks, and organizational policies.

Leadership & Delivery Experience :

- Proven experience managing large ServiceNow delivery teams and enterprise-scale engagements.

- Experience handling delivery governance, resource planning, budgeting, and customer escalations.

- Strong stakeholder management and executive-level communication skills.

- Ability to drive strategic initiatives, service transformation programs, and operational excellence.

- Experience managing distributed teams across multiple locations.