Senior Service Delivery Manager

Two Point Consulting; Chicago (IL); Hybrid; USD 150,000 - 210,000; Full time

Job summary

Two Point Consulting is seeking a Senior Manager for Service Management to lead a global function from a ground‑up build. You will own the ServiceNow roadmap, shifting the firm from traditional SLAs to XLAs while partnering with internal teams and external vendors.

The role requires senior leadership in global service delivery, deep ITIL/SIAM expertise, and a data‑driven approach to improve reliability and user experience. Hybrid work is available in Chicago or NYC.

Qualifications

• Proven senior leadership in global service delivery.
• Deep expertise in ServiceNow platform optimization.
• Strong ITIL and SIAM experience.
• High data literacy and focus on data quality.

Responsibilities

• Global Operations: Define service ownership and run daily operations across internal teams and external vendors.
• ServiceNow Governance: Standardize workflows and eliminate fragmented platform usage.
• Modern ITSM & SIAM: Align external vendors to shared outcomes while optimizing ITIL practices.
• Proactive Observability: Use telemetry and data to resolve issues before they impact users.

Skills

Global service delivery

ServiceNow optimization

ITIL & SIAM

Data literacy

ServiceNow

Tools

ServiceNow

Job description

Hiring: Senior Manager, Service Management (ServiceNow) | Chicago or NYC | Hybrid

Seeking a transformative IT leader to build and run a global service management function from the ground up at a global law firm. You will hold ultimate authority over the ServiceNow platform roadmap, shifting the firm from traditional SLAs to experience-based metrics (XLAs).

Key Responsibilities:

• Global Operations: Define service ownership and run daily operations across internal teams and external vendors.
• ServiceNow Governance: Standardize workflows and eliminate fragmented platform usage.
• Modern ITSM & SIAM: Align external vendors to shared outcomes while optimizing core ITIL practices.
• Proactive Observability: Use endpoint telemetry and data to resolve issues before they impact user productivity.

What We’re Looking For:

• Senior leadership in global service delivery (Professional Services preferred).
• Deep expertise in ServiceNow platform optimization, ITIL, and SIAM frameworks.
• High data literacy-fixing underlying operational and data quality issues.

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