MtaSysinc - ServiceNow Delivery Manager

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Job Summary:

• We are seeking an experienced ServiceNow Delivery Manager to lead large-scale ServiceNow transformation programs across global operations.
• The ideal candidate will have strong expertise in ServiceNow ITSM, Managed Cloud Operations (MCO), program governance, and AI-driven service management solutions.
• This role requires end-to-end ownership of delivery, stakeholder management, operational excellence, and leadership of distributed global teams.

Key Responsibilities:

Program & Delivery Management:

• Lead end-to-end delivery of large-scale ServiceNow transformation programs across multiple geographies.
• Manage complex multi-workstream projects ensuring delivery within scope, schedule, budget, and quality objectives.
• Establish governance frameworks, delivery dashboards, KPIs, SLAs, and executive reporting mechanisms.
• Drive Agile, SAFe, and hybrid delivery methodologies across global teams.
• Ensure alignment of technology initiatives with business objectives and strategic goals.

ServiceNow Platform Leadership:

• Oversee implementation, enhancement, and support of ServiceNow ITSM modules including Incident, Problem, Change, Request, and CMDB.
• Ensure adherence to ServiceNow best practices, architecture standards, and platform governance.
• Collaborate with solution architects and technical teams to design scalable, secure, and future-ready solutions.
• Drive platform optimization, performance improvements, and service excellence.

Managed Cloud Operations (MCO):

• Lead ServiceNow delivery and operations within Managed Cloud Operations environments.
• Ensure platform availability, performance, scalability, security, and compliance.
• Drive operational excellence through automation, monitoring, and continuous service improvement initiatives.
• Collaborate with infrastructure and cloud teams supporting Azure, AWS, and GCP environments.

AI & Automation Enablement:

• Champion adoption of ServiceNow AI capabilities including Virtual Agent, Predictive Intelligence, and AIOps.
• Identify opportunities for AI/ML integration to improve service desk efficiency and user experience.
• Partner with data, analytics, and AI teams to deliver intelligent workflows and predictive insights.
• Promote automation-first strategies to improve operational efficiency.

Stakeholder & Client Management:

• Engage with executive leadership, business stakeholders, and technology teams globally.
• Act as the primary escalation point for program risks, issues, and delivery challenges.
• Build strong client relationships and ensure high levels of customer satisfaction.
• Present program updates, roadmaps, and strategic recommendations to senior leadership.

Required Qualifications:

• Bachelor's or Master's degree in Computer Science, Information Technology, or related discipline.
• 10-15+ years of experience in IT service delivery, transformation, and program management.
• Minimum 5+ years of leadership experience managing ServiceNow delivery programs.
• Strong hands-on experience with ServiceNow ITSM modules.
• Proven experience delivering large-scale global digital transformation programs.
• Experience working in Managed Cloud Operations (MCO) or cloud-managed services environments.
• Exposure to AI/ML implementations within ITSM or enterprise service management platforms.
• Strong knowledge of Agile, SAFe, ITIL, and governance frameworks.

Required Certifications:

• ServiceNow Certified System Administrator (CSA)
• ITIL v3/v4 Foundation (or higher)

Preferred Certifications:

• ServiceNow CIS-ITSM
• PMP / PRINCE2
• SAFe Agilist