ServiceNow Delivery Manager
Methodius Ltd
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Benefits offered by this job
Job summary
Methodius Ltd in Letterkenny is seeking an experienced ServiceNow Delivery Manager to own the successful delivery of complex engagements across customers and partners. You will lead delivery teams, manage governance, and ensure alignment with contractual and commercial objectives.
You will oversee end-to-end delivery health, contribute to revenue forecasting, and mentor other Delivery Managers while championing innovation and effective use of AI to improve outcomes.
Qualifications
- 8+ years in professional services, technology consulting, delivery management or ServiceNow delivery.
- Strong track record delivering large and complex ServiceNow engagements with delivery teams.
- Certifications in ServiceNow and project management are preferred.
Responsibilities
- Provide end-to-end oversight for a portfolio of ServiceNow engagements, ensuring delivery against SOWs, timelines and budgets.
- Lead governance forums, manage RAID/RIDAC, and escalate issues with clear action plans.
- Build trusted relationships with customers, manage expectations and balance priorities across teams and partners.
- Coordinate resource planning, forecasting and onboarding/offboarding of delivery resources.
- Monitor utilisation, delivery performance and financial burn; report to senior leadership and ensure continuous improvement.
Skills
Education
Tools
Job description
We are seeking an experienced ServiceNow Delivery Manager to take ownership of complex ServiceNow engagements and ensure successful delivery across customers, delivery teams and strategic partners.
This is a senior delivery leadership role with responsibility for overseeing engagements from mobilisation through to completion. You will combine strong professional services and delivery management experience with a solid understanding of the ServiceNow platform, customer delivery and commercial management.
The role will suit an experienced ServiceNow delivery professional who is comfortable operating at both strategic and operational levels, managing complex stakeholder environments and ensuring delivery remains aligned to customer, contractual and commercial objectives.
As ServiceNow Delivery Manager, you will have end-to-end responsibility for the delivery health of a portfolio of ServiceNow engagements.
You will provide leadership across delivery teams and customer stakeholders, establish effective governance, manage risks and dependencies, oversee commercial performance and ensure issues are identified and resolved proactively.
You will also play a key role in resource planning, delivery forecasting, customer relationship management and continuous improvement across the ServiceNow delivery function.
- Provide end-to-end oversight of a portfolio of ServiceNow engagements, ensuring delivery against agreed Statements of Work, timelines, budgets and customer expectations.
- Lead governance across complex engagements, establishing appropriate forums, reporting structures, RAID/RIDAC processes and escalation routes.
- Act as a senior point of contact for customers, building trusted relationships and managing delivery concerns, operational issues, resourcing requirements and changes in priorities.
- Coordinate resource planning and scheduling across multiple engagements, working closely with resource managers, delivery leads and practice leadership.
- Monitor utilisation, delivery performance, financial burn, milestones and overall engagement health.
- Produce clear and accurate portfolio and engagement reporting for customers, delivery teams and senior leadership.
- Ensure consultant time, bookings, milestones and contractual commitments are accurately recorded to support effective commercial management and invoicing.
- Identify delivery risks, scope creep, SOW deviations, dependencies and resource constraints at an early stage and ensure appropriate mitigation or change control is implemented.
- Work closely with Finance and Commercial teams to reconcile actuals against contracted hours and contribute to revenue forecasting.
- Coordinate onboarding and offboarding of delivery resources, including access requirements, SOW familiarisation and customer introductions.
- Monitor consultant and delivery team performance, escalating issues where required and supporting continuous improvement.
- Build effective relationships across geographically distributed delivery teams, technology practices, customers and strategic partners.
- Provide leadership, coaching and mentoring to Delivery Managers and other members of the delivery organisation.
- Champion innovation and the effective use of emerging technologies, including AI, to improve delivery processes, decision-making and customer outcomes.
- Drive consistent delivery standards, governance and operational best practice across the ServiceNow portfolio.
We are looking for an experienced ServiceNow delivery leader with a strong track record of managing complex technology engagements, transformation programmes and delivery teams.
You will be commercially aware, customer-focused and comfortable managing multiple priorities in a complex delivery environment. You will have the confidence to challenge where necessary, make informed decisions and provide clear direction to both customers and delivery teams.
- 8+ years' experience in professional services, technology consulting, delivery management or ServiceNow project/programme delivery.
- Strong experience managing large and complex ServiceNow engagements and delivery teams.
- Comprehensive knowledge of the ServiceNow platform, ideally with experience across areas such as ITSM, ITOM, ITAM and platform workflows.
- Experience with ServiceNow solution design, integrations and technical delivery.
- Strong understanding of project implementation, scheduling, governance, financial management and delivery controls.
- Proven ability to manage multiple stakeholders across customers, delivery teams, partners and senior leadership.
- Experience managing commercial commitments, Statements of Work, budgets, utilisation and delivery performance.
- Strong customer-facing and relationship-management skills, including the ability to manage expectations and difficult conversations effectively.
- Experience identifying and managing risks, issues, dependencies and scope changes.
- ServiceNow certification such as CSA, CAD or CIS.
- Project management certification such as PMP or PRINCE2.
The successful candidate will ideally have experience in:
- Designing scalable ServiceNow workflow solutions and technical architectures aligned with long-term customer objectives.
- Integrating ServiceNow with wider enterprise platforms and business processes.
- Leading workshops and assessing current-state processes to define future-state solutions.
- Applying AI and automation to improve workflows, generate insights and support business decision-making.
- Reviewing and providing guidance on technical deliverables, including configuration, integrations, testing and technical documentation.
- Providing technical leadership and guidance to customers and delivery teams.
- Coaching and mentoring Delivery Managers and less experienced delivery professionals.
- Driving solution quality, innovation and measurable customer value.
- Translating customer and business requirements into practical delivery plans and outcomes.
- Previous experience within a professional services, consulting or systems integration environment.
- Industry-specific or domain expertise.
- Additional ServiceNow certifications.
- Experience managing resource scheduling across a multi-engagement portfolio.
- Experience balancing competing priorities and responding effectively to changing customer requirements.
- Experience with ServiceNow PPM/SPM or comparable project and resource management platforms.
- Experience working within geographically distributed or global delivery teams.
- Experience managing large-scale ServiceNow transformation programmes.
You will be a confident and commercially aware delivery leader who can operate effectively across both strategic and operational environments.
You will bring strong judgement, structured problem-solving and the ability to maintain delivery momentum in complex situations. You will be comfortable working with senior customer stakeholders, delivery teams and technical specialists, while maintaining a clear focus on outcomes, quality and commercial performance.
Strong communication, stakeholder management and relationship-building skills will be essential, together with the ability to establish accountability and drive delivery across multiple teams.
- Permanent position based in Letterkenny, Co. Donegal.
- Hybrid working model with a minimum of 2 days onsite per month.
- Opportunity to lead large-scale and complex ServiceNow transformation engagements.
- Exposure to international customers, delivery teams and technology environments.
- Opportunities for professional development and career progression.
- A senior role with significant responsibility across ServiceNow delivery, customer engagement and commercial performance.
If you are an experienced ServiceNow Delivery Manager, ServiceNow Engagement Manager or senior technology delivery professional looking to take ownership of complex ServiceNow engagements, we would be keen to hear from you.
Salary dependent on candidate experience.
- Annual Bonus Scheme
- Contributory Pension
- Private Medical Insurance
- Life Assurance & Long-Term Disability
- Employee Assistance Programme
- 22 days annual leave + 10 public holidays
- Relocation package
- Continuous Learning & Development
- Access to extensive training & certification resources
- Lunch & Learn sessions
- Additional perks including company discounts, on-site parking, and bike-to-work scheme
Candidates must be eligible to work in Ireland/EU.
For more information, please contact David Coyle at 01 635 1748 or email david@methodius.com
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