ServiceNow Delivery Manager

Everforth Quinnox; Bengaluru; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Everforth Quinnox in Bengaluru is seeking an experienced ServiceNow Delivery Manager to own end-to-end AMS/BAU for incident, request, change, and knowledge processes. You will drive SLA/KPI governance, coordinate offshore/onshore teams and manage major incidents with stakeholders and resolver groups.

The role requires ITIL-based knowledge, strong documentation and communication skills, and ServiceNow ITSM/CSM/HRSD capabilities.

Qualifications

• Must have strong AMS/service delivery management experience with ITIL-based processes.
• SLA/KPI governance, escalation handling and service reporting are required.
• Experience coordinating offshore/onshore teams and vendor/resolver groups.
• Good documentation, communication and presentation skills; ServiceNow ITSM/CSM/HRSD/ITOM understanding.

Responsibilities

• Own end-to-end IT service delivery and ensure SLAs/OLAs meet expectations.
• Utilize ServiceNow for Incident, Problem, Change, Request, Knowledge, CMDB processes.
• Monitor SLA performance, identify breaches, perform root-cause analyses, implement fixes.
• Manage P1/P2 incidents, coordinate resolver groups and vendors, lead major incident reviews.
• Ensure ITSM governance compliance, audit readiness and knowledge management improvements.
• Document recurring issues, create problem records, and drive permanent fixes.
• Ensure changes follow ServiceNow processes with proper approvals and closure.
• Act as primary contact for customers and provide regular service updates.
• Prepare weekly/monthly reports on SLA metrics, ticket volumes, backlog and trends.
• Identify automation opportunities to reduce manual work and improve processes.
• Lead service desk and resolver teams, monitor workload and readiness.

Skills

AMS management

ITIL framework

SLA governance

Stakeholder management

Service reporting

Vendor coordination

ServiceNow ITSM/CSM/HRSD/SPM/GRC/ITOM

Documentation

Communication skills

Leadership of distributed teams

Education

ITIL Foundation

ServiceNow CSA

ServiceNow Professional AI Support Specialist

PMP or PRINCE2

Job description

We are Urgently looking for SerciveNow Delivery Manager for Bangalore location.

Job Requirements

Own end-to-end AMS/BAU service delivery for the ServiceNow platform across incidents, requests, enhancements, problem management, reporting and governance. Ensure SLA/KPI compliance, manage P1/P2 escalations, coordinate with CLIENT stakeholders and resolver groups, drive service reviews, manage service risks, track improvement actions, and ensure BAU delivery aligns with CLIENT operating model and ITSM processes. Responsible for offshore-led support model, regional business-hour coverage, on-call support coordination, service reporting, continuous improvement backlog visibility, and overall service quality.

Mandatory Skills

Strong AMS/service delivery management experience; ITIL-based incident, problem, change, request and knowledge management; SLA/KPI governance; stakeholder and escalation management; service reporting; vendor/resolver group coordination; understanding of ServiceNow ITSM/CSM/HRSD/SPM/GRC/ITOM support model; excellent documentation, communication and presentation skills; ability to manage distributed offshore/onshore teams.

Certification Requirements

Mandatory: ITIL Foundation.

Preferred: ServiceNow CSA, ServiceNow Professional AI Support Specialist, ITIL Managing Professional / Practitioner, PMP or PRINCE2.

Key Roles & Responsibilities

• Own end-to-end IT service delivery and ensure services meet agreed SLAs/OLAs and business expectations.
• Drive effective use of ServiceNow for Incident, Problem, Change, Request, Knowledge, CMDB and related processes.
• Monitor SLA performance, identify breaches, analyze root causes, and implement corrective actions
• Oversee P1/P2 incidents, ensure timely resolution, coordinate resolver groups/vendors, and lead major incident reviews
• Ensure processes comply with organizational ITSM policies, audit requirements and governance standards.
• Identify recurring incidents, drive RCA, create problem records, and ensure permanent corrective actions are implemented.
• Ensure recurring issues and solutions are documented and converted into useful knowledge articles.
• Ensure changes follow the approved ServiceNow process, with proper impact assessment, approvals, implementation and closure.
• Act as the primary point of contact for customers/business stakeholders and provide regular service updates.
• Prepare weekly/monthly service reports covering SLA, ticket volumes, backlog, aging, incidents, changes, problems and trends
• Identify opportunities for automation, process optimization, self-service, knowledge improvement and reduction of manual activities
• Manage/support service desk and resolver teams, monitor workload, performance, shift coverage and operational readiness.
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• Ensure configuration items, relationships and service information are maintained accurately in ServiceNow.

Thank You,

Rajashri

Everforth Quinnox