Job Description: ServiceNow Delivery Manager
Contract
Atlanta, GA
Role Overview
We are seeking an experienced ServiceNow Delivery Manager to lead the delivery of large-scale digital transformation programs across global operations. The ideal candidate will have deep expertise in ServiceNow platforms (especially ITSM), experience managing Managed Cloud Operations (MCO) environments, and exposure to AI-driven solutions within service management ecosystems.
This role requires strong leadership skills to drive end-to-end program delivery, stakeholder engagement, and continuous service improvement across distributed teams.
Key Responsibilities
Program & Delivery Management
Lead end-to-end delivery of large-scale ServiceNow transformation programs across multiple geographies.
Manage complex, multi-workstream programs, ensuring alignment with business objectives, timelines, and budgets.
Establish and maintain governance frameworks, dashboards, KPIs, and reporting mechanisms.
Drive Agile / SAFe / hybrid delivery models for global implementations.
ServiceNow Platform Leadership
Oversee implementation, enhancement, and support of ServiceNow ITSM modules (Incident, Problem, Change, Request, CMDB).
Ensure adherence to ServiceNow best practices, architecture standards, and platform governance.
Collaborate with architecture teams to design scalable, secure, and future-ready solutions.
Managed Cloud Operations (MCO)
Lead delivery and operations in MCO / cloud-managed services environments.
Ensure high availability, performance, and compliance of ServiceNow platforms in cloud ecosystems.
Drive operational excellence through automation, monitoring, and continuous improvement initiatives.
AI & Automation Enablement
Champion adoption of AI-powered capabilities within ServiceNow (e.g., Virtual Agent, Predictive Intelligence, AIOps).
Identify opportunities to integrate AI/ML solutions to improve service desk efficiency and user experience.
Collaborate with data and AI teams to implement intelligent workflows and predictive analytics.
Global Stakeholder Management
Engage with C-level stakeholders, business leaders, and IT executives across regions.
Manage cross-functional teams across onshore, offshore, and nearshore locations.
Act as the primary escalation point for delivery risks and issues.
Financial & Risk Management
Manage program budgets, forecasting, and cost optimization.
Identify risks and establish mitigation strategies proactively.
Ensure compliance with organizational and regulatory standards.
People & Team Leadership
Lead and mentor large global delivery teams including developers, architects, and consultants.
Drive a culture of innovation, accountability, and continuous learning.
Support talent development and capability building in ServiceNow and AI domains.
Required Qualifications
Bachelor’s or Master’s degree in IT, Computer Science, or related field.
10–15+ years of experience in IT service delivery and transformation programs.
5+ years of experience in ServiceNow delivery leadership roles.
Strong hands-on experience with ServiceNow ITSM module.
Proven track record of managing large, global transformation programs.
Experience working in Managed Cloud Operations (MCO) / cloud environments.
Exposure to AI/ML implementations within ITSM or enterprise platforms.
Certifications:
ServiceNow Certified System Administrator (CSA)
ITIL v3/v4 Foundation (or higher)
ServiceNow CIS-ITSM (preferred)
Preferred Skills
Experience with ServiceNow modules beyond ITSM (ITOM, ITBM, HRSD, CSM).
Knowledge of AIOps, automation frameworks, and integration tools.
Familiarity with cloud platforms (Azure, AWS, GCP).
Strong understanding of DevOps and CI/CD practices.
Excellent communication, leadership, and stakeholder management skills.
Key Competencies
Strategic thinking and execution
Program governance and risk management
Global delivery leadership
Client relationship management
Innovation and AI adoption mindset
Success Metrics
Successful delivery of transformation programs on time and within budget
Improved service performance and operational efficiency
Adoption of AI/automation capabilities
High customer satisfaction (CSAT) scores
Strong team engagement and retention
Flexible work from home options available.