Senior ServiceNow Delivery & Governance Leader

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

Benefits offered by this job

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Health

Family Support: Parental Leaves.

Insurance Options: Auto & Home

Commuter Benefits & Certification Reim

Vacation, Time Off, Holidays.

Legal & Financial Assistance: 401K, L

Job summary

Tata Consultancy Services Limited in Plano, Texas, seeks a Service Delivery Manager to own end-to-end ServiceNow platform delivery, governance, and vendor coordination. You will drive service performance, align with business objectives, and lead governance forums with stakeholders.

You will manage global support teams, guide ITIL processes, and advance platform adoption through roadmap prioritization, automation, and continuous improvement initiatives.

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.
• Translate business requirements into platform roadmaps and priorities.
• Facilitate executive reviews, QBRs, and steering committee discussions.

Skills

IT Service Management

Service Delivery

ServiceNow

Global teams

ITIL governance

Education

ServiceNow CSA

CIS-ITSM

CIS-ITOM

ITIL v4 Foundation

PMP or PRINCE2

Tools

ServiceNow ITSM

CMDB & Service Mapping

ITOM / Event Management

Discovery

Integrations & APIs

KPI/SLA reporting

Job description

Tata Consultancy Services Limited in Plano, Texas, seeks a Service Delivery Manager to own end-to-end ServiceNow platform delivery, governance, and vendor coordination. You will drive service performance, align with business objectives, and lead governance forums with stakeholders.

You will manage global support teams, guide ITIL processes, and advance platform adoption through roadmap prioritization, automation, and continuous improvement initiatives.