ServiceNow Service Delivery Manager - Remote​/Telecommute

Job Title

Job Overview

Requirement/Must Have:

• 6-8 years of experience in IT Operations or Service Delivery or Technical Support or Customer Success roles.
• Strong understanding of the Service Now platform, including ITSM workflows, incidents, problems, changes, upgrades, and platform support processes.
• Experience managing customer escalations, critical issues, and driving resolution with technical and engineering teams.
• Ability to analyze customer issues, understand platform behavior, and participate in technical troubleshooting discussions.
• Strong customer-facing communication, stakeholder management, and executive reporting skills.
• Good understanding of ITIL processes, SLA/KPI governance, service reviews, and continual service improvement.
• Experience coordinating across Support, Engineering, Product, and Operations teams.
• Exposure to enterprise SaaS platforms and cloud-based support environments preferred.

Responsibilities:

• Act as the primary point of contact for customer support governance and service reviews.
• Drive resolution of critical customer issues and escalations.
• Review incident trends, platform performance, and service health metrics.
• Coordinate with Service Now support and engineering teams to resolve complex technical issues.
• Conduct regular operational reviews and recommend service improvements.
• Ensure customer satisfaction through proactive engagement and support excellence.

Nice to Have:

• Service Now CSA, CIS, or other Service Now certifications.
• Prior experience in Support Account Management, Service Delivery Management, Incident Management, or Technical Account Management roles.
• Experience supporting global customers and managing high-severity incidents.