Delivery Manager - IT Service Management 4D

Genpact Ltd.; Gurugram District; Hybrid; INR 2,000,000 - 7,000,000; Full time

Job summary

Genpact Ltd. seeks a Delivery Manager for IT Service Management to lead ServiceNow-based consulting initiatives and strategic ITSM design in a fast-paced, innovation-driven environment.

You will define business problems, design platform resets, govern ITIL-aligned processes, coach teams, and drive scalable, compliant service delivery across the enterprise. This role offers opportunities to shape AI-enabled IT services and collaborate with global stakeholders.

Qualifications

• Bachelors degrees in commerce/economics/finance or MBA/analytics indicated.
• Experience with IT Service Management and ServiceNow is essential.
• Proven ability to lead cross‑functional teams in large projects.

Responsibilities

• Lead ITSM delivery for ServiceNow-based consulting initiatives and pre-sales engagements.
• Define business problems/opportunities with constraints, goals, budgets and timelines.
• Propose and provide solution options, business cases, prototypes and walk-throughs to stakeholders.
• Document and gain acceptance/approvals of final solutions.
• Execute ITSM Platform Assessments and platform resets including legacy migrations.
• Provide architectural leadership as a ServiceNow SME and ensure compliance.
• Coach and advise other Lead Developers and Developers.
• Architect standard ITSM development/support solutions (incident, problem, change, service catalog, CMDB).
• Monitor performance, stability, scalability, and extensibility of solutions.
• Lead ITSM design, planning, implementation and management; ensure SLAs and KPIs.
• Collaborate with cross-functional teams to optimize service delivery processes.
• Provide ITIL guidance and monitor trends to drive improvements.
• Manage vendor relationships and contracts related to ITSM.
• Develop ITSM policies, procedures and documentation; lead related projects.
• Conduct regular reviews and audits of ITSM processes for compliance with goals.

Skills

Agile Methodology

Change Management

Client Relations

Collaboration Tools

Design Thinking

Executive Presence

Incident Management

People Leadership

Risk Management

Storytelling

Education

Bachelors - Commerce

Bachelors - Economics

Bachelors - Finance

Masters - Business Administration

Masters - Business Analytics

Tools

ServiceNow

Job description

Delivery Manager - IT Service Management

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

• Leadership Skills, expertise and delivery for ServiceNow based consulting initiatives and pre-sales engagements
• Define business problems/opportunities with constraints, goals, budgets and timelines
• Propose and provide solution options business cases, prototypes and walk-throughs to all required levels of stakeholders
• Document and gain acceptance / approvals of selected final solutions
• Execute ITSM Platform Assessment, define & design the Platform reset includes multiple legacy migrations
• Execute architectural solutions in capacity as a ServiceNow leader, subject matter expert, compliance monitor, and go-to architectural authority on projects
• Coach and advise other Lead developer and Developers
• Architect Standard ITSM development/support solutions including incident, problem, change, requests (service catalog), Asset management, CMDB implementation & optimization and knowledge management utilizing Java Scripting, HTML, CSS, XML, Apache Jelly and other protocols to deliver solutions that automate business processes.
• Proactively and continuously, evaluate and address issues related to performance, stability, scalability, and extensibility of the Solutions.
• Lead the design, planning, implementation, and management of ITSM strategies and solutions;
• Ensure IT services meet agreed-upon service levels and KPIs;
• Collaborate with cross-functional teams to optimize IT service delivery processes;
• Provide expertise in ITIL frameworks and best practices;
• Monitor and analyze IT service performance, identifying areas for improvement;
• Manage vendor relationships and contracts related to ITSM solutions;
• Develop and maintain ITSM policies, procedures, and documentation;
• Lead ITSM-related projects and initiatives to drive operational efficiency and effectiveness;
• Conduct regular reviews and audits of ITSM processes to ensure compliance and alignment with organizational goals;
• Stay current on industry trends and technologies related to ITSM to recommend innovative solutions and approaches.

Qualifications

Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics

Certifications

ServiceNow Certified Application Developer - ServiceNowServiceNow

Required Skills

Agile Methodology, Change Management, Client Relations, Collaboration Tools, Design Thinking, Executive Presence, Incident Management, Inclusion, Modernizing Operations, People Leadership, Personal Effectiveness, Risk Management, Storytelling

Language

English (Required)

Language Proficiency -

Advanced - C1

Job Type

Regular

Master Skill List -

IT Service Management

Remote Type -

Hybrid

Work Shift -

Day Job (India)

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands‑on experience, mentorship, and world‑class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem‑solvers who push boundaries every day
• Thrive in a values‑driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.

Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.