Job Summary :

We are looking for an experienced ServiceNow Tower Head to lead and manage the end-to-end delivery of ServiceNow engagements.

The ideal candidate will have strong expertise in ServiceNow platform capabilities, ITSM processes, team leadership, stakeholder management, and large-scale delivery governance.

This role requires managing ServiceNow implementations, enhancements, support operations, and transformation initiatives while ensuring high-quality service delivery and customer satisfaction.

Key Responsibilities :

- Lead the ServiceNow delivery tower and manage multiple projects, programs, and support engagements.
- Drive end-to-end delivery of ServiceNow solutions, ensuring adherence to timelines, quality standards, and budget commitments.
- Collaborate with business stakeholders, customers, and leadership teams to define delivery strategies and roadmaps.
- Provide technical and functional leadership across ServiceNow modules and platform capabilities.
- Manage and mentor ServiceNow architects, developers, administrators, and support teams.
- Establish delivery governance, resource planning, utilization, risk management, and escalation management processes.




- Ensure successful implementation and support of ITSM and other ServiceNow modules.
- Drive process improvements, automation initiatives, and best practices across ServiceNow engagements.
- Oversee UAT, production releases, change management, defect management, and support transitions.
- Monitor delivery KPIs, SLAs, customer satisfaction, and service performance metrics.
- Work closely with pre-sales and business teams for solutioning, effort estimation, and proposal support.
- Ensure compliance with ITIL standards, governance frameworks, and organizational policies.

Leadership & Delivery Experience :

- Proven experience managing large ServiceNow delivery teams and enterprise-scale engagements.
- Experience handling delivery governance, resource planning, budgeting, and customer escalations.
- Robust stakeholder management and executive-level communication skills.
- Ability to drive strategic initiatives, service transformation programs, and operational excellence.
- Experience managing distributed teams across multiple locations.

📌 CitiusTech - ServiceNow Tower Head - Delivery Management (India)
🏢 CitiusTech
📍 India