Servicenow Service Delivery Manager

Tata Consultancy Services; 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

Job Description

The ServiceNow Service Delivery Manager is responsible for the end-to-end delivery, governance, operational support, continual improvement, and stakeholder management of the ServiceNow platform. This role ensures ServiceNow services meet business objectives, SLA commitments, compliance requirements, and user expectations while driving platform adoption and innovation. The role typically acts as the primary liaison between business stakeholders, ServiceNow product owners, support teams, implementation partners, and vendors.

Must Have Technical/Functional Skills

• 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.

Technical Skills

• ServiceNow ITSM
• Incident, Problem, Change Management
• CMDB & Service Mapping
• ITOM / Event Management
• Discovery
• Integrations & APIs
• KPI/SLA reporting
• Agile delivery methodologies

Certifications (Preferred)

• ServiceNow CSA
• CIS-ITSM
• CIS-ITOM
• ITIL v4 Foundation / Managing Professional
• PMP or PRINCE2

Roles & Responsibilities

Service Delivery & Operations

• 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.

Stakeholder & Business Relationship Management

• Act as the primary point of contact for business stakeholders.
• Translate business requirements into platform roadmaps and priorities.
• Facilitate executive reviews, QBRs, and steering committee discussions.
• Manage customer satisfaction and service adoption metrics.

ServiceNow Governance

• Define and maintain ServiceNow governance standards.
• Ensure platform compliance with security, audit, SOX, and regulatory requirements.
• Manage release planning and platform lifecycle activities.
• Oversee demand intake and prioritization processes.

Vendor & Financial Management

• Manage ServiceNow partners, MSPs, and vendors.
• Review vendor performance against contractual obligations.
• Support budgeting, forecasting, licensing, and renewal activities.
• Track value realization and ROI metrics.

Platform Strategy & Transformation

• Develop ServiceNow roadmap aligned with enterprise goals.
• Identify automation, AI, workflow, and process optimization opportunities.
• Lead platform upgrades, module implementations, and transformation programs.
• Promote adoption of ITSM, ITOM, ITAM, HRSD, SecOps, CSM, and related modules.

Generic Managerial Skills, If any

• Executive communication
• Vendor management
• Financial management
• Risk management
• Governance leadership
• Strategic planning
• Customer-centric mindset
• Cross-functional team leadership

Salary Range : $120,000 to $150,000 Per Annum

TCS Employee Benefits Summary:

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Location

Plano, TX

Function

TECHNOLOGY

Role

Senior Engineer

ID

431224

Skills

• Service Now

Salary Range

$120,000 - $150,000

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE