ServiceNow Platform Delivery Leader: Innovation & Governance

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

Benefits offered by this job

Discretionary incentive

Medical coverage

Family leave

Insurance options

Training reimbursement

Paid time off

Legal & financial assistance

Job summary

Tata Consultancy Services is seeking a Service Delivery Manager to own the ServiceNow platform's delivery and operations in a global context. You will align with business goals, drive adoption, govern ITIL processes, and lead reviews with stakeholders.

The role requires extensive ITSM/ServiceNow experience, strong governance, and the ability to manage providers and vendors while pushing continual service improvement across IT to meet SLAs and ROI goals.

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

ITSM/Service Delivery

ServiceNow management

Global support leadership

ITIL governance

Education

Bachelor of Computer Science

Tools

ServiceNow ITSM

Incident, Problem, Change Management

CMDB & Service Mapping

ITOM / Event Management

Discovery

Integrations & APIs

KPI/SLA reporting

Agile delivery methodologies

Job description

Tata Consultancy Services is seeking a Service Delivery Manager to own the ServiceNow platform's delivery and operations in a global context. You will align with business goals, drive adoption, govern ITIL processes, and lead reviews with stakeholders.

The role requires extensive ITSM/ServiceNow experience, strong governance, and the ability to manage providers and vendors while pushing continual service improvement across IT to meet SLAs and ROI goals.