ServiceNow Delivery Manager

UPTC; Taguig; Hybrid; PHP 1,800,000 - 2,400,000; Full time

Job summary

UPTC in Philippines seeks an experienced IT Service Delivery Leader to drive end-to-end ServiceNow operations across ITSM, ITOM, CMDB, and HAM/SAM. You will govern vendors and contractors, implement Agile/Scrum practices, and ensure SLA adherence while guiding large teams.

The role demands strong ITIL foundations, stakeholder leadership, and change management expertise, with a track record of platform optimization and service transformation.

Qualifications

• Bachelor's Degree in IT, Computer Science, Engineering, or related field.
• 10+ years IT experience with at least 3-5 years in IT Service Delivery Management.
• Strong experience managing enterprise service management platforms, preferably ServiceNow.
• Hands-on experience with ServiceNow modules such as ITSM, ITOM, CMDB, and HAM/SAM.
• Proven experience managing vendors, subcontractors, and large operational teams.
• Minimum of 2 years of Agile/Scrum project experience.
• Strong background in ITIL-based service operations and SLA management.
• Excellent stakeholder management, communication, and leadership skills.
• Experience in Organizational Change Management and large-scale platform rollouts is highly preferred.
• Certifications such as ITIL v4, PMP, ServiceNow CSA, or CIS-ITSM are highly preferred.

Responsibilities

• Lead and manage end-to-end ServiceNow service delivery operations covering ITSM, ITOM, CMDB, HAM/SAM, and related platform capabilities.
• Govern external vendors and subcontractors, ensuring compliance with SLAs, KPIs, operational standards, and contractual commitments.
• Drive Agile/Scrum delivery practices, backlog prioritization, sprint execution, and continuous improvement initiatives.
• Oversee incident, problem, change, and release management processes to ensure operational stability and service excellence.
• Manage stakeholder relationships across business and technology teams, providing executive-level operational reporting and recommendations.
• Champion Organizational Change Management (OCM) and user adoption initiatives to maximize platform value and utilization.
• Ensure effective management of CMDB health, IT asset management, software license optimization, and platform governance.
• Monitor service performance, operational metrics, customer satisfaction, and financial efficiency including TCO and license optimization.
• Lead large technical and operational teams, including vendor and subcontractor resources.
• Drive strategic planning and continuous service transformation initiatives.

Skills

ServiceNow ITSM

ServiceNow ITOM

ServiceNow CMDB

HAM/SAM

Agile/Scrum

ITIL

Vendor management

Stakeholder management

Leadership

Education

Bachelor's degree in IT / CS / Engineering / related field

Tools

ServiceNow

Job description

Office location: BGC Taguig

Set-up: WFH ( 2x)

About the role

Lead and manage end-to-end ServiceNow service delivery operations covering ITSM, ITOM, CMDB, HAM/SAM, and related platform capabilities. This role involves governing external vendors and subcontractors, driving Agile/Scrum delivery practices, and overseeing incident, problem, change, and release management processes to ensure operational stability and service excellence.

Key responsibilities

• Lead and manage end-to-end ServiceNow service delivery operations covering ITSM, ITOM, CMDB, HAM/SAM, and related platform capabilities

• Govern external vendors and subcontractors, ensuring compliance with SLAs, KPIs, operational standards, and contractual commitments

• Drive Agile/Scrum delivery practices, backlog prioritization, sprint execution, and continuous improvement initiatives

• Oversee incident, problem, change, and release management processes to ensure operational stability and service excellence

• Manage stakeholder relationships across business and technology teams, providing executive-level operational reporting and recommendations

• Champion Organizational Change Management (OCM) and user adoption initiatives to maximize platform value and utilization

• Ensure effective management of CMDB health, IT asset management, software license optimization, and platform governance

• Monitor service performance, operational metrics, customer satisfaction, and financial efficiency including TCO and license optimization

• Lead large technical and operational teams, including vendor and subcontractor resources

• Drive strategic planning and continuous service transformation initiatives

About you

• Bachelor's Degree in IT, Computer Science, Engineering, or any related field

• Minimum of 10 years of IT experience with at least 3-5 years in IT Service Delivery Management

• Strong experience managing enterprise service management platforms, preferably ServiceNow

• Hands-on experience with ServiceNow modules such as ITSM, ITOM, CMDB, and HAM/SAM

• Proven experience managing vendors, subcontractors, and large operational teams

• Minimum of 2 years of Agile/Scrum project experience

• Strong background in ITIL-based service operations and SLA management

• Excellent stakeholder management, communication, and leadership skills

• Experience in Organizational Change Management and large-scale platform rollouts is highly preferred

• Certifications such as ITIL v4, PMP, ServiceNow CSA, or CIS-ITSM are highly preferred