Delivery Head (ServiceNow)

Coforge; Dadri; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

Coforge is hiring a Global Delivery Leader – ServiceNow to oversee and scale global ServiceNow delivery across consulting, implementation, transformation, managed services and support engagements. The role emphasizes delivery excellence, revenue realization and customer success on a global portfolio.

The leader will drive knowledge across FSM, ITSM, ITOM, ITAM, CSM, HRSD, SPM, IRM, GRC and Now Platform with a focus on modernization and scalable global delivery models.

Qualifications

• 18+ years in IT services or tech consulting with leadership in enterprise platform delivery and digital transformation.
• Minimum 5+ years in Delivery Head / Global Delivery Leader roles within a sizeable ServiceNow business.
• Proven experience leading large global and multi-shore ServiceNow delivery organizations across geographies.
• Demonstrated ownership of sizeable P&L including revenue growth, profitability, margins and operational performance.
• Strong hands-on leadership in ServiceNow FSM complemented by broader platform expertise.
• Experience leading strategic customer relationships and driving delivery-led growth within existing ServiceNow accounts.

Responsibilities

• Lead and scale the global ServiceNow delivery organization across consulting, implementation, transformation, managed services and support engagements.
• Own delivery performance across complex multi-geography ServiceNow programs with accountability for quality, timelines, commercials, risk and customer outcomes.
• Own business planning, forecasting, revenue realization, profitability and margin performance across the ServiceNow delivery portfolio.
• Drive delivery-led growth within existing accounts through superior execution, customer confidence and identification of adjacent ServiceNow opportunities.
• Improve portfolio economics through utilization, productivity, offshore leverage and disciplined governance.
• Establish robust delivery governance, program assurance, risk management, escalation mechanisms and performance metrics.

Skills

ServiceNow Delivery Leadership

Field Service Management

ITSM

ITOM

ITAM

CSM

HRSD

SPM

IRM

GRC

Now Platform

Global Delivery Management

P&L Management

Managed Services

Digital Transformation

Large Deal Delivery

Program Governance

Delivery Excellence

Customer Success

Workforce Planning

CMDB

CSDM

ServiceNow Platform Modernization

Tools

PMI/PMP (adv)

Agile

Job description

Job Title: Global Delivery Leader – ServiceNow

Skills: ServiceNow Delivery Leadership, Field Service Management (FSM), ITSM, ITOM, ITAM, CSM, HRSD, SPM, IRM, GRC, Now Platform, Global Delivery Management, P&L Management, Managed Services, Digital Transformation, Large Deal Delivery, Program Governance, Margin Management, Delivery Excellence, Customer Success, Workforce Planning, CMDB, CSDM, ServiceNow Platform Modernization

Experience: 15+ years

Location: Greater Noida

Role Overview

Coforge is seeking to appoint a Global Delivery Leader – ServiceNow to lead and scale our global ServiceNow delivery organization across consulting, implementation, transformation, managed services and support engagements. This is a senior leadership role with end-to-end accountability for delivery excellence, revenue realization, margin performance, operational rigor and customer success across a global portfolio of complex, multi-geography ServiceNow engagements

The role requires a seasoned ServiceNow delivery leader with deep platform expertise, particularly ServiceNow Field Service Management (FSM), strong P&L and commercial ownership, experience leading large global and multi-shore delivery organizations and a proven ability to drive delivery-led growth within strategic client relationships

The leader will work at the intersection of technology, delivery and client leadership, partnering closely with ServiceNow Practice, Sales and Account teams while retaining clear ownership of delivery commitments, execution and outcomes

This is more than a delivery leadership role, it is an opportunity to scale a strategic ServiceNow business, strengthen portfolio economics, build world-class delivery capability and shape transformational outcomes for global clients

Key Responsibilities

• Lead and scale the global ServiceNow delivery organization across consulting, implementation, transformation, managed services and support engagements
• Own delivery performance across complex multi-geography ServiceNow programs with accountability for quality, timelines, commercials, risk and customer outcomes
• Own business planning, forecasting, revenue realization, profitability and margin performance across the ServiceNow delivery portfolio
• Drive delivery-led growth within existing accounts through superior execution, customer confidence and identification of adjacent ServiceNow opportunities
• Improve portfolio economics through utilization, productivity, pyramid optimization, automation, offshore leverage and disciplined commercial governance
• Establish robust delivery governance, program assurance, risk management, escalation mechanisms and performance metrics across the portfolio
• Build scalable global delivery models spanning consulting, architecture, engineering, implementation, support and managed services
• Partner with Sales, Account Management and the ServiceNow Practice on large deals, strategic pursuits, RFPs, estimations, delivery models and transition planning
• Own delivery strategy, operating model, transition readiness, effort validation and governance design for complex ServiceNow transformation programs
• Assess delivery assumptions, dependencies, capacity, commercials and execution risks before committing to complex programs
• Provide leadership oversight across ServiceNow FSM, ITSM, ITOM, ITAM, CSM, HRSD, SPM, IRM, GRC and Now Platform capabilities
• Guide complex programs involving platform architecture, integrations, CMDB, CSDM, workflow transformation and platform modernization
• Act as the executive escalation point for strategic ServiceNow clients and build trusted relationships with CIOs, CTOs and senior business stakeholders
• Drive customer advocacy, references, renewals and long-term strategic relationships through consistent delivery excellence
• Own workforce planning, resource utilization, capacity management, hiring, succession planning and leadership development
• Build a high-performing global organization of ServiceNow architects, engineers, program leaders and delivery professionals
• Drive certification, reskilling and capability development across priority ServiceNow technologies
• Promote engineering excellence, automation, reusable assets, accelerators and delivery innovation across the ServiceNow organization

Ideal Candidate Profile

• 18+ years of experience in IT Services or technology consulting with significant leadership experience in enterprise platform delivery and digital transformation
• Minimum 5+ years in a Delivery Head, Global Delivery Leader or equivalent senior delivery leadership role within a sizeable ServiceNow business
• Proven experience leading large global and multi-shore ServiceNow delivery organizations across geographies
• Demonstrated ownership of a sizeable P&L, including responsibility for revenue growth, profitability, margins and operational performance
• Deep experience across ServiceNow consulting, implementation, transformation and managed services delivery
• Strong hands-on leadership experience in ServiceNow Field Service Management (FSM) complemented by broader ServiceNow platform expertise
• Strong exposure across FSM, ITSM, ITOM, ITAM, CSM, HRSD, SPM, IRM, GRC and Now Platform
• Proven track record of improving utilization, delivery productivity, offshore leverage, portfolio profitability and margin performance
• Experience leading strategic customer relationships and driving delivery-led growth within existing ServiceNow accounts
• Strong experience supporting large deals, RFPs, estimation, solutioning, commercial reviews and complex delivery transitions
• Strong understanding of project, program and portfolio governance across enterprise-scale transformation engagements
• Experience leading ServiceNow managed services with focus on service quality, productivity, automation and predictable recurring delivery performance
• Strong business and commercial acumen with the ability to balance growth, profitability, customer outcomes and organizational capability
• Executive presence with the ability to engage CIOs, CTOs and senior client stakeholders and lead critical governance and escalation discussions
• ServiceNow certifications or relevant architecture credentials preferred
• PMP, PRINCE2, Agile or equivalent program management certification will be an advantage

Coforge is an equal opportunity employer committed to diversity and inclusion