ServiceNow Service Delivery Director

Job Description

We are seeking a Service Now 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 Service Now services are delivered on time, within scope and budget.

• Oversee end‑to‑end delivery of Service Now solutions and services, ensuring they are delivered on time, within scope and within budget.
• Manage and lead the Service Now delivery team, including developers, administrators and business analysts.
• Ensure adherence to ITIL and other relevant best practices in service management.

• Serve as the primary point of contact for clients regarding Service Now services and support.
• Build and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction with Service Now services.
• Conduct regular service review meetings with clients to discuss performance, improvements, and future needs.

• Lead and manage Service Now 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.

• Implement and monitor quality assurance processes to ensure the delivery of high‑quality Service Now 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.

• Provide leadership, mentorship, and development opportunities to the Service Now delivery team.
• Conduct regular performance reviews and provide constructive feedback.
• Foster a collaborative and high‑performing team culture.

• Monitor 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.

• Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field. A Master’s degree is a plus.

• Minimum of 10 years of experience in IT service delivery or project management, with at least 7 years focused on Service Now.
• Proven experience in managing enterprise Service Now implementations and ongoing support.

• ITIL Foundation certification is required.
• Service Now Certified System Administrator (CSA) and other Service Now certifications (such as ITSM, HR, CSM) are highly desirable.

• Strong leadership and team management skills.
• Excellent client relationship management and communication skills.
• Proficiency in project management methodologies and tools.
• In‑depth knowledge of Service Now platform, modules, and capabilities.
• Strong problem‑solving and analytical skills.

• Strategic 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.

Flexibility to work outside normal business hours to meet project deadlines or address critical issues.

At 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.

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