Senior ServiceNow Delivery & Governance Lead

Tata Consultancy Services Limited; Plano (TX); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Discretionary Incentive

Comprehensive Medical Coverage

401K Plan & Training Reimbursement

Vacation & Holidays

Job summary

Tata Consultancy Services Limited in Plano, TX seeks a Service Delivery Manager focused on ServiceNow. The role ensures end-to-end delivery, governance, and continual improvement across the platform, acting as the liaison among business stakeholders, product owners, support teams, and vendors.

You will drive platform adoption, manage escalations, and ensure alignment with SLAs and regulatory requirements, while leading global teams and transformations within ITIL-driven processes.

Qualifications

• 10+ years in IT Service Management / Service Delivery.
• 5+ years managing ServiceNow services or implementations.
• Experience leading global support teams and managed service providers.
• Strong ITIL process governance experience.

Responsibilities

• Own ServiceNow platform service delivery and operational performance.
• Ensure SLA, KPI, availability, incident, problem, and change management objectives are met.
• Lead service reviews and operational governance meetings.
• Manage escalations and major incidents impacting ServiceNow services.
• Drive continual service improvement initiatives.

Skills

ServiceNow ITSM

Incident Management

Problem Management

Change Management

CMDB & Service Mapping

ITOM / Event Management

Integrations & APIs

KPI/SLA reporting

Agile delivery methodologies

Education

Bachelor's degree in Computer Science

Tools

ServiceNow Platform

APIs & Integrations

ITSM Tooling

Job description

Tata Consultancy Services Limited in Plano, TX seeks a Service Delivery Manager focused on ServiceNow. The role ensures end-to-end delivery, governance, and continual improvement across the platform, acting as the liaison among business stakeholders, product owners, support teams, and vendors.

You will drive platform adoption, manage escalations, and ensure alignment with SLAs and regulatory requirements, while leading global teams and transformations within ITIL-driven processes.