We are now hiring for Delivery Director – ServiceNow
Experience Required: 18–20 years in IT services, with significant experience in ServiceNow delivery and practice leadership
Location: Bangalore,Pune
Role Summary
The Delivery Director will own end-to-end delivery for ServiceNow engagements, ensuring quality, profitability, and client satisfaction across multiple projects/accounts. The role requires a strong blend of technical credibility in ServiceNow, delivery governance, people leadership, and client relationship management.
Key Responsibilities
- Own overall delivery accountability for ServiceNow programs across multiple clients/accounts, ensuring on-time, on-budget, quality delivery.
- Act as the primary escalation point for delivery issues, working closely with clients, account leadership, and technical teams to resolve risks proactively.
- Drive governance through structured reviews, SLAs, KPIs, and delivery metrics; ensure compliance with delivery frameworks and quality standards.
- Manage P&L responsibility for assigned accounts/projects including revenue, margins, and utilization.
- Build, mentor, and retain a strong delivery team including project managers, architects, and technical leads.
- Partner with sales and pre-sales teams on solutioning, estimation, and proposals for new and expansion opportunities.
- Ensure adherence to ServiceNow best practices, ITSM/ITOM/ITBM/CSM (or relevant module) standards, and platform governance.
- Drive continuous improvement, automation, and reusable delivery assets/accelerators across engagements.
- Manage stakeholder relationships at CXO/senior client level, ensuring trust and long-term partnership.
- Support hiring, capacity planning, and resource allocation across the ServiceNow practice.
Required Skills & Experience
- 18–20 years of overall IT services experience, with at least 8–10 years focused on ServiceNow delivery/program management.
- Proven experience managing large, multi-workstream ServiceNow engagements (ITSM, ITOM, ITBM, HRSD, CSM, or similar modules).
- Strong understanding of ServiceNow architecture, implementation lifecycle, and platform capabilities (hands-on configuration not mandatory, but strong technical fluency required).
- Experience managing P&L, budgets, and commercial aspects of delivery.
- Demonstrated leadership managing teams of 50+ across project managers, architects, and developers.
- Strong client management and executive communication skills.
- Experience working in onshore-offshore delivery models.
- ServiceNow certifications (CSA, CIS, or higher) preferred but not mandatory.
- ITIL certification preferred.
- Bachelor's degree in Engineering/Computer Science or related field; MBA preferred.
Key Attributes
- Strong executive presence and stakeholder management
- Ability to balance delivery excellence with commercial outcomes
- Problem-solver who can operate at both strategic and operational levels
- Strong people leadership and team-building capability
