ServiceNow Service Delivery Manager

UGI Corporation (NYSE: UGI) is a holding company that distributes and markets energy products and services through our subsidiaries and the company’s common stock is a balanced growth and income investment. UGI Corporation has paid common dividends for more than 135 consecutive years.

In addition to a challenging career and competitive compensation, our employees enjoy:

• Medical, Vision, and Dental Plans
• Optional Health Savings Account
• Optional Dependent Care Savings Account
• Paid Maternity/Paternity Leave
• Work from home policy
• Employee Assistance Program

• 401K with a generous company match
• Tuition Reimbursement
• Assistance with Professional Credentialing
• Referral Bonuses
• Employee Discount Programs

The Service Now Service Delivery Manager ensures operational excellence and seamless delivery of the organization’s Service Now platform. This role requires deep, hands‑on knowledge of the Service Now platform including ITSM modules, platform governance, and development delivery processes, combined with strong command of ITIL practices and IT service management principles. The SDM owns the full delivery lifecycle: maintaining SLAs, managing the demand pipeline, governing the development backlog and release cadence, and driving continuous improvement initiatives that raise service quality and operational efficiency.

The role manages a hybrid delivery team composed of staff augmentation contractors and managed services and is directly accountable for holding external delivery partners—including AMS providers—to contractual commitments. This position partners closely with the Senior Manager of Enterprise Workflow Automation, the Service Now Architect, business stakeholders, and IT teams to ensure platform capabilities are aligned with business needs and delivered with measurable outcomes.

• Oversee end‑to‑end service delivery within the Service Now ecosystem; manage SLAs, monitor KPIs, and ensure consistent achievement of performance targets with corrective action as needed.
• Own the demand pipeline: triage inbound requests, ensure requirements quality before work enters the sprint, and manage release cadence in coordination with the development team.
• Govern the development backlog and release process including reviewing backlog items, understanding update set risks, and validating execution of architectural priorities.
• Perform queue management and workload distribution across the hybrid delivery team; develop and maintain timely, accurate service delivery documentation, processes, and procedures.

• Serve as primary liaison between business stakeholders and the Service Now development team; coordinate requirements gathering sessions and facilitate clear communication of requirements, timelines, and deliverables.
• Build and maintain strong relationships with internal customers, vendors, and third‑party service providers; manage customer expectations and ensure alignment between service delivery and business objectives.
• Provide direct oversight of external delivery partners including AMS relationships and staff augmentation contractors; hold vendors accountable to SLA and SOW commitments.
• Escalate critical issues and provide executive‑level reporting on service delivery performance.

• Maintain sufficient platform fluency to govern the development team’s work: reviewing backlog items, understanding update set risks, and validating that architectural priorities are being executed.
• Ensure proper utilization of Service Now modules including Incident, Problem, Change, and Request Management; drive adoption of platform best practices and maintain governance standards.
• Collaborate with the Service Now Architect and developers to implement process improvements and support platform roadmap execution.

• Identify and lead continuous improvement initiatives to enhance service quality, improve user experience, and increase operational efficiency.
• Partner with the Service…