Senior Delivery Manager - US ServiceNow Practice

As a Senior Delivery Manager within RGP’s US Service Now Practice, you will be accountable for the successful delivery and commercial performance of a portfolio of Service Now consulting engagements. You will provide executive level client leadership, oversee delivery governance and financial performance, manage risks and escalations, and enable multidisciplinary teams to deliver measurable business outcomes. This is a senior professional services leadership role that extends beyond traditional project management.

You will maintain oversight of engagement scope, schedule, budget, quality, resources, contractual commitments, and customer satisfaction while helping clients realize long-term value from the Service Now platform. You will serve as a trusted advisor to client sponsors and program leaders and as a critical connection among clients, RGP delivery teams, sales professionals, Service Now, and other delivery partners. You will lead with transparency, sound judgment, and a strong sense of ownership, identifying delivery challenges early and taking decisive action to keep engagements healthy.

The successful candidate combines disciplined program delivery with commercial awareness, executive presence, and a practical understanding of the Service Now ecosystem. You are comfortable leading complex engagements, developing high-performing teams, navigating difficult client situations, and contributing to the continued growth and maturity of RGP’s Service Now Practice.

Base Pay Range: $160,000 - $190,000 Other Compensation:
Incentive Compensation
* As part of our hiring process, individuals who are selected for employment will be required to complete a visual identity verification as part of initial screening along with standard identity verification process, such as I-9 submission, as part of the onboarding process.*

• Lead the delivery and commercial performance of a portfolio of Service Now consulting engagements, ranging from focused implementations to complex, multi-workstream transformation programs.
• Serve as the senior delivery contact for client executives, sponsors, program leaders, and other key stakeholders.
• Establish effective engagement governance, including decision-making forums, steering committees, reporting cadences, escalation paths, and delivery controls.
• Ensure engagements meet agreed commitments for scope, schedule, budget, quality, customer experience, and business outcomes.
• Maintain oversight of engagement financials, including revenue forecasting, gross margin, utilization, billing milestones, estimate-to complete, and financial variances.
• Monitor portfolio health through delivery metrics, project reporting, financial analysis, customer feedback, quality reviews, and regular engagement assessments.
• Identify delivery, financial, contractual, resource, and customer risks early and lead appropriate mitigation, corrective-action, or service recovery plans.
• Lead the resolution of critical client issues and escalations, creating clear accountability and maintaining timely communication with client and RGP leadership.
• Maintain alignment between contracted scope and delivery activities, applying disciplined change control when customer requirements or delivery conditions extend beyond agreed commitments.
• Oversee staffing and capacity requirements across functional, technical, architecture, integration, user experience, quality assurance, change management, and program management resources.
• Coordinate effectively across onshore, offshore, subcontractor, client, Service Now, and third-party delivery teams.
• Guide teams in applying Service Now Now Create, Agile, and RGP delivery practices appropriately for each engagement.
• Partner with Solution Architects, Technical Architects, and Practice
• Leaders to maintain solution quality, platform integrity, and alignment with Service Now leading practices.
• Ensure project plans, status reports, risk and issue registers, decision logs, financial forecasts, and other delivery artifacts are complete, accurate, and maintained throughout the engagement lifecycle.
• Lead or participate in project kickoffs, executive reviews, steering committee meetings, quarterly business reviews, and engagement closeout activities.
• Maintain clear communication with client and internal stakeholders regarding engagement status, risks, decisions, financial performance, and actions required.
• Coach and mentor Engagement Managers, Project Managers, and emerging delivery leaders, providing…