Lead ServiceNow Program Director

Syncarp; India; On-site; INR 4,000,000 - 6,500,000; Full time

Job summary

Syncarp in India is seeking a Delivery Director for ServiceNow with end-to-end delivery responsibility across multiple client engagements, ensuring quality, profitability, and client satisfaction. The role blends deep ServiceNow expertise with governance, people leadership, and strategic relationship management.

You will oversee multi-workstream programs, drive delivery metrics, manage P&L, mentor delivery teams, and partner with sales for solutioning.

Qualifications

• Over 18–20 years in IT services with substantial ServiceNow delivery experience
• Proven ability to lead large multi-workstream engagements
• Strong understanding of ServiceNow architecture and release lifecycle
• Experience in managing P&L and delivery budgets
• Proven leadership of 50+ delivery professionals
• Strong executive stakeholder management

Responsibilities

• Own end-to-end delivery for ServiceNow programs across multiple clients.
• Drive governance, SLAs, KPIs and quality standards.
• Manage P&L, budgets, and resource allocation for the practice.
• Lead and mentor delivery teams including PMs, architects, and developers.
• Collaborate with sales on solutioning and proposals.
• Ensure adherence to ServiceNow best practices and platform governance.

Skills

ServiceNow delivery

Program management

P&L management

Client relationship management

Team leadership

ITIL awareness

Education

Bachelor's degree in Engineering/Computer Science

MBA

Tools

ServiceNow ITSM

ServiceNow ITOM

ServiceNow ITBM

ServiceNow CSM

Job description

We are now hiring for Delivery Director ServiceNow Experience Required: 1820 years in IT services, with significant experience in ServiceNow delivery and practice leadership Location: Bangalore,Pune

Role Summary

The Delivery Director will own end-to-end delivery for ServiceNow engagements, ensuring quality, profitability, and client satisfaction across multiple projects/accounts. The role requires a strong blend of technical credibility in ServiceNow, delivery governance, people leadership, and client relationship management.

Key Responsibilities

• Own overall delivery accountability for ServiceNow programs across multiple clients/accounts, ensuring on-time, on-budget, quality delivery.
• Act as the primary escalation point for delivery issues, working closely with clients, account leadership, and technical teams to resolve risks proactively. Drive governance through structured reviews, SLAs, KPIs, and delivery metrics; ensure compliance with delivery frameworks and quality standards.
• Manage P&L responsibility for assigned accounts/projects including revenue, margins, and utilization. Build, mentor, and retain a strong delivery team including project managers, architects, and technical leads. Partner with sales and pre-sales teams on solutioning, estimation, and proposals for new and expansion opportunities. Ensure adherence to ServiceNow best practices, ITSM/ITOM/ITBM/CSM (or relevant module) standards, and platform governance. Drive continuous improvement, automation, and reusable delivery assets/accelerators across engagements. Manage stakeholder relationships at CXO/senior client level, ensuring trust and long-term partnership. Support hiring, capacity planning, and resource allocation across the ServiceNow practice.

Required Skills & Experience

• 1820 years of overall IT services experience, with at least 810 years focused on ServiceNow delivery/program management.
• Proven experience managing large, multi-workstream ServiceNow engagements (ITSM, ITOM, ITBM, HRSD, CSM, or similar modules).
• Strong understanding of ServiceNow architecture, implementation lifecycle, and platform capabilities (hands-on configuration not mandatory, but strong technical fluency required).
• Experience managing P&L, budgets, and commercial aspects of delivery.
• Demonstrated leadership managing teams of 50+ across project managers, architects, and developers.
• Strong client management and executive communication skills.
• Experience working in onshore-offshore delivery models.
• ServiceNow certifications (CSA, CIS, or higher) preferred but not mandatory.
• ITIL certification preferred.
• Bachelor's degree in Engineering/Computer Science or related field; MBA preferred.

Key Attributes

• Strong executive presence and stakeholder management.
• Ability to balance delivery excellence with commercial outcomes.
• Problem-solver who can operate at both strategic and operational levels.
• Strong people leadership and team-building capability.