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

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

• Incident, Problem, Change Management
• Drive continual service improvement initiatives.

Job Description

Must Have Technical/Functional Skills

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
• 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.

Qualifications: BACHELOR OF COMPUTER SCIENCE