Service Delivery Manager

Overview

We are seeking a Service Delivery Manager (ServiceNow) to lead and govern end-to-end service delivery for the ServiceNow platform. This role acts as the bridge between business stakeholders, ServiceNow development squads, and operations teams, ensuring platform stability, delivery excellence, and continuous improvement.

Responsibilities

• Lead service delivery for the ServiceNow platform across ITSM, CMDB, Asset Management, and related modules
• Manage ServiceNow squad delivery, sprint planning, backlog prioritization, and release coordination
• Ensure SLA, KPI, and platform performance targets are met
• Act as the primary escalation point for ServiceNow-related incidents and delivery risks
• Drive ITIL-aligned processes within the ServiceNow ecosystem
• Coordinate with Product Owners, Developers, CMDB/Asset engineers, and stakeholders
• Oversee platform governance, change management, and relea...