SO_Service Delivery Manager - Platform

Job Description

The ServiceNow Service Delivery Manager will oversee the delivery and management of ServiceNow solutions and services. This role ensures that ServiceNow implementations and ongoing operations align with business needs, SLA commitments, and ITIL best practices. The manager will coordinate between technical teams, stakeholders, and customers to drive continuous service improvement and ensure successful adoption of ServiceNow. Key Responsibilities: Lead the end-to-end delivery of ServiceNow platform services including Incident, Problem, Change, Asset, CMDB, and other modules/products. Manage the ServiceNow service delivery team, ensuring timely resolution of issues, effective communication, and adherence to SLAs. Act as the primary point of contact for stakeholders and clients for all ServiceNow-related queries and escalations. Collaborate with IT, business units, and external vendors to align ServiceNow services with business objectives. Drive continuous improvement initiatives to enhance ServiceNow functionality, user experience, and service efficiency. Oversee the configuration, customization, and integration activities in partnership with technical teams. Monitor service performance metrics, produce reports, and present insights to senior management. Ensure compliance with ITIL best practices and organizational policies. Plan and execute change management processes related to the ServiceNow platform. Facilitate training and knowledge transfer sessions to improve ServiceNow adoption. Manage vendor relationships and third-party service providers supporting the ServiceNow platform. Educational qualification: Bachelors degree/Masters degree(BE/ME) in Computer Science, Information Technology, or related field. Mandatory/requires Skills : Proven experience (5+ years) in IT service management, preferably with ServiceNow platforms. Strong knowledge of ITIL processes and frameworks. Experience managing ServiceNow implementations and service delivery teams. Excellent communication, leadership, and stakeholder management skills. Ability to handle multiple priorities and complex projects. ServiceNow certifications (e.g., Certified System Administrator, ITSM Implementation Specialist) are highly desirable. Familiarity with scripting, workflows, and integration in ServiceNow is a plus.