Service Delivery Manager (ITIL Certified)

Job Summary

Seeking a Service Delivery Manager (ITIL Certified) to lead a ServiceNow managed services engagement in a full-time capacity, where the candidate will manage platform delivery, oversee operational services, and collaborate with stakeholders to ensure successful engagement outcomes.

Key responsibilities

• Serve as the primary contact for customers, owning platform delivery and backlog prioritization
• Oversee end-to-end delivery of ServiceNow operational services, ensuring KPIs and service-level targets are met
• Lead a multi-disciplinary delivery team, maintaining delivery quality and managing resource transitions

Required qualifications

• Minimum of 5 years of ServiceNow platform experience in a managed services context
• Demonstrated experience as a vendor-side product owner of a ServiceNow platform
• Experience leading multi-disciplinary delivery teams in a managed services context
• Strong commercial awareness and experience in scoping engagements and account growth
• ITIL certification required; PMP or PgMP certification preferred