Senior Servicenow Delivery Director

Syncarp; Pune District; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Syncarp is seeking a Delivery Director to own end‑to‑end delivery for ServiceNow engagements across multiple accounts. You will ensure quality, profitability, and client satisfaction while leading a growing delivery team of PMs, architects, and developers.

The role requires strong technical credibility in ServiceNow, governance expertise, and executive communication skills to manage onshore/offshore delivery and key client relationships.

Qualifications

• Bachelor’s degree in Engineering/Computer Science or related field.
• MBA preferred.
• ServiceNow certifications (CSA/CIS or higher) preferred but not mandatory.
• ITIL certification preferred.
• Experience leading large multi‑client delivery with P&L responsibility.

Responsibilities

• Own end‑to‑end 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 and resolve risks proactively.
• Drive governance through reviews, SLAs, KPIs, and delivery metrics with quality standards.
• Manage P&L, budgets, and resource utilization for assigned accounts/projects.
• Build, mentor, and retain a strong delivery team including PMs, architects, and tech leads.
• Partner with sales/pre-sales on solutioning, estimation, and proposals for opportunities.
• Ensure adherence to ServiceNow best practices and platform governance (ITSM/ITOM/ITBM/CSM/HRSD).
• Drive continuous improvement, automation, and reusable delivery assets across engagements.
• Manage stakeholder relationships at CXO level to foster long-term partnerships.
• Support hiring, capacity planning, and resource allocation across the ServiceNow practice.

Skills

ServiceNow delivery

Delivery governance

People leadership

Client relationship management

Executive communication

Onshore-offshore delivery

Education

Bachelor’s degree in Engineering/Computer Science or related field

MBA preferred

Tools

ServiceNow

CSA/CIS certifications

ITIL certification

Job description

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.