Delivery Director - ServiceNow

Delivery Director - Service Now

The Delivery Director for Service Now is responsible for leading and managing the successful delivery of Service Now programs across the enterprise or client portfolio. This role provides strategic direction, oversees delivery teams, and ensures all implementations follow Service Now and industry best practices. Key responsibilities include managing multi-workstream programs, maintaining strong executive-level relationships, ensuring governance and quality standards, and driving continuous improvement in delivery processes.

The Delivery Director partners with architects, project managers, and business stakeholders to define roadmaps, guide solution design, mitigate risks, and ensure projects are delivered on time, within scope, and on budget. Additional responsibilities include resource planning, financial oversight, support for pre-sales and scoping activities, and fostering a culture of excellence within the Service Now practice.

Required Skills &

Qualifications:

• 10+ years of IT project/program delivery experience, with 5+ years leading Service Now implementations.
• Strong understanding of Service Now modules such as ITSM, ITOM, HRSD, CSM, Sec Ops, or custom app development.
• Proven experience managing multi-million-dollar programs and large delivery teams.
• Deep knowledge of Agile/Scrum and ITIL frameworks.
• Excellent communication, stakeholder management, and executive presentation skills.
• Strong financial management, including forecasting, budgeting, and P&L oversight.
• Ability to lead complex programs with multiple dependencies and integrations.
• Experience in consulting or enterprise digital transformation environments preferred.
• Relevant certifications a plus:
• Service Now CIS (ITSM, ITOM, HRSD, etc.)
• Service Now CTA/CMA (highly valuable but optional)
• ITIL v4, PMP, SAFe, or PMI-ACP