Job Description We are now hiring for Delivery Director – ServiceNow
n Experience Required: 18–20 years in IT services, with significant experience in ServiceNow delivery and practice leadership
n Location: Bangalore,Pune
n Role Summary
n The Delivery Director will own end-to-end delivery for ServiceNow engagements, ensuring quality, profitability, and client satisfaction across multiple projects/accounts. The role requires a strong blend of technical credibility in ServiceNow, delivery governance, people leadership, and client relationship management.
n Key Responsibilities
n n Own overall delivery accountability for ServiceNow programs across multiple clients/accounts, ensuring on-time, on-budget, quality delivery.
n Act as the primary escalation point for delivery issues, working closely with clients, account leadership, and technical teams to resolve risks proactively.
n Drive governance through structured reviews, SLAs, KPIs, and delivery metrics; ensure compliance with delivery frameworks and quality standards.
n Manage P&L; responsibility for assigned accounts/projects including revenue, margins, and utilization.
n Build, mentor, and retain a strong delivery team including project managers, architects, and technical leads.
n Partner with sales and pre-sales teams on solutioning, estimation, and proposals for new and expansion opportunities.
n Ensure adherence to ServiceNow best practices, ITSM/ITOM/ITBM/CSM (or relevant module) standards, and platform governance.
n Drive continuous improvement, automation,



and reusable delivery assets/accelerators across engagements.
n Manage stakeholder relationships at CXO/senior client level, ensuring trust and long-term partnership.
n Support hiring, capacity planning, and resource allocation across the ServiceNow practice.
n n Required Skills & Experience
n n 18–20 years of overall IT services experience, with at least 8–10 years focused on ServiceNow delivery/program management.
n Proven experience managing large, multi-workstream ServiceNow engagements (ITSM, ITOM, ITBM, HRSD, CSM, or similar modules).
n Strong understanding of ServiceNow architecture, implementation lifecycle, and platform capabilities (hands-on configuration not mandatory, but strong technical fluency required).
n Experience managing P&L;, budgets, and commercial aspects of delivery.
n Demonstrated leadership managing teams of 50+ across project managers, architects, and developers.
n Robust client management and executive communication skills.
n Experience working in onshore-offshore delivery models.
n ServiceNow certifications (CSA, CIS, or higher) preferred but not mandatory.
n ITIL certification preferred.
n Bachelor's degree in Engineering/Computer Science or related field; MBA preferred.
n n Key Attributes
n n Strong executive presence and stakeholder management
n Ability to balance delivery excellence with commercial outcomes
n Problem-solver who can operate at both strategic and operational levels
n Strong people leadership and team-building capability
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