ServiceNow Service delivery Manager Job Plano area,Texas USA,IT/Tech

Incident, Problem, Change Management
Drive continual service improvement initiatives.

Job Description Must Have Technical/Functional Skills

The Service Now Service Delivery Manager is responsible for the end-to-end delivery, governance, operational support, continual improvement, and stakeholder management of the Service Now platform. This role ensures Service Now services meet business objectives, SLA commitments, compliance requirements, and user expectations while driving platform adoption and innovation. The role typically acts as the primary liaison between business stakeholders, Service Now product owners, support teams, implementation partners, and vendors

10+ years in IT Service Management / Service Delivery.
5+ years managing Service Now services or implementations.
Experience leading global support teams and managed service providers.
Strong ITIL process governance experience.

Technical Skills

Service Now ITSM
Incident, Problem, Change Management
CMDB & Service Mapping
ITOM / Event Management
Discovery
Integrations & APIs
KPI/SLA reporting
Agile delivery methodologies

Certifications (Preferred)

Service Now CSA
CIS-ITSM
CIS-ITOM
ITIL v4 Foundation / Managing Professional
PMP or PRINCE2

Roles & Responsibilities Service Delivery & Operations

Own Service Now platform service delivery and operational performance.
Ensure SLA, KPI, availability, incident, problem, and change management objectives are met.
Lead service reviews and operational governance meetings.
Manage escalations and major incidents impacting Service Now services.
Drive continual service improvement initiatives.

Stakeholder & Business Relationship Management

Act as the primary point of contact for business stakeholders.
Translate business requirements into platform roadmaps and priorities.
Facilitate executive reviews, QBRs, and steering committee discussions.
Manage customer satisfaction and service adoption metrics.

Service Now Governance

Define and maintain Service Now governance standards.
Ensure platform compliance with security, audit, SOX, and regulatory requirements.
Manage release planning and platform lifecycle activities.
Oversee demand intake and prioritization processes.

Vendor & Financial Management

Manage Service Now partners, MSPs, and vendors.
Review vendor performance against contractual obligations.
Support budgeting, forecasting, licensing, and renewal activities.
Track value realization and ROI metrics.

Platform Strategy & Transformation

Develop Service Now roadmap aligned with enterprise goals.
Identify automation, AI, workflow, and process optimization opportunities.
Lead platform upgrades, module implementations, and transformation programs.
Promote adoption of ITSM, ITOM, ITAM, HRSD, Sec Ops, CSM, and related modules.

Generic Managerial Skills, If any

Executive communication
Vendor management
Financial management
Risk management
Governance leadership
Strategic planning
Customer-centric mindset
Cross-functional team leadership

Salary Range : $120,000 to $150,000 Per Annum

TCS Employee Benefits Summary

Discretionary Annual Incentive.
Comprehensive Medical Coverage:
Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support:
Maternal & Parental Leaves.
Insurance Options:
Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth:
Commuter Benefits & Certification & Training Reimbursement.
Time Off:
Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance:
Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications:

BACHELOR OF COMPUTER SCIENCE