Delivery Manager - IT Service Management 4D

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Gurugram District; Hybrid; INR 3,000,000 - 5,000,000; Full time

Job summary

Genpact is seeking a Delivery Manager for IT Service Management to lead ServiceNow-based consulting initiatives and drive ITSM platform transformations. You will define business problems, propose solutions with business cases, and document approvals with senior stakeholders.

The role involves leading architectural efforts, ensuring service levels, and coaching teams in a dynamic, innovation-driven environment.

Qualifications

• Bachelor-level degree in business or related field.
• MBA or business analytics is a plus.
• Experience in IT service management projects and delivery.

Responsibilities

• Lead ServiceNow-based consulting initiatives and pre-sales engagements.
• Define problems, constraints, goals, budgets, and timelines.
• Propose options with business cases and prototypes to stakeholders.
• Document and gain approvals for final solutions.
• Oversee ITSM platform assessments and migrations.

Skills

Agile Methodology

Change Management

Client Relations

Collaboration Tools

Design Thinking

Executive Presence

Incident Management

People Leadership

Risk Management

Storytelling

Education

Bachelors in Commerce

Bachelors in Economics

Bachelors in Finance

MBA

MBA in 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,