Servicenow Service Delivery Manager

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

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

• 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
• CMDB & Service Mapping
• ITOM / Event Management
• Discovery
• Integrations & APIs
• KPI/SLA reporting

Certifications (Preferred)

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

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.

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.
• Manage ServiceNow partners, MSPs, and vendors.
• Support budgeting, forecasting, licensing, and renewal activities.
• Track value realization and ROI metrics.
• 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
• 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.