ServiceNow Service Delivery Director

Job DescriptionWe are seeking a ServiceNow Delivery Manager with deep experience delivering high–quality solutions to complex enterprise customers. This role is responsible for leading cross‑functional teams, building strong client relationships, managing implementation projects and ensuring that ServiceNow services are delivered on time, within scope and budget.Key ResponsibilitiesService Delivery ManagementOversee end‑to‑end delivery of ServiceNow solutions and services, ensuring they are delivered on time, within scope and within budget.Manage and lead the ServiceNow delivery team, including developers, administrators and business analysts.Ensure adherence to ITIL and other relevant best practices in service management.Client Relationship ManagementServe as the primary point of contact for clients regarding ServiceNow services and support.Build and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction with ServiceNow services.Conduct regular service review meetings with clients to discuss performance, improvements, and future needs.Project ManagementLead and manage ServiceNow implementation projects, including planning, execution, monitoring, and closing phases.Develop and maintain project plans, schedules, and budgets.Ensure effective communication and coordination among project stakeholders.Quality Assurance and ImprovementImplement and monitor quality assurance processes to ensure the delivery of high‑quality ServiceNow solutions.Identify opportunities for service improvements and implement changes to enhance service delivery.Conduct post‑implementation reviews and lessons learned sessions to continuously improve service delivery processes.Team Leadership and DevelopmentProvide leadership, mentorship, and development opportunities to the ServiceNow delivery team.Conduct regular performance reviews and provide constructive feedback.Foster a collaborative and high‑performing team culture.Service Monitoring and ReportingMonitor service performance metrics and ensure adherence to Service Level Agreements (SLAs).Prepare and present regular service performance reports to clients and senior management.Proactively identify and resolve service issues to minimize disruptions and maintain service quality.QualificationsEducationBachelor’s degree in computer science, Information Technology, Business Administration, or a related field. A Master’s degree is a plus.ExperienceMinimum of 10 years of experience in IT service delivery or project management, with at least 7 years focused on ServiceNow.Proven experience in managing enterprise ServiceNow implementations and ongoing support.CertificationsITIL Foundation certification is required.ServiceNow Certified System Administrator (CSA) and other ServiceNow certifications (such as ITSM, HR, CSM) are highly desirable.SkillsStrong leadership and team management skills.Excellent client relationship management and communication skills.Proficiency in project management methodologies and tools.In‑depth knowledge of ServiceNow platform, modules, and capabilities.Strong problem‑solving and analytical skills.CompetenciesStrategic thinking and planning.Strong organizational and multitasking abilities.Attention to detail and commitment to quality.Ability to work effectively under pressure and meet tight deadlines.Collaborative and team‑oriented mindset.Working ConditionsFlexibility to work outside normal business hours to meet project deadlines or address critical issues.BackgroundAt DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in‑person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.Recruitment Fraud NoticeRecruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available.#J-18808-Ljbffr