Service Now Delivery Manager

Deloitte • Tampa, FL

7d • $134,500 - $265,100

About The Position

Deloitte’s Enterprise Operations as a Service (EOaaS) practice helps organizations transform critical business operations through operational excellence, technology enablement, and managed services. The practice supports clients across finance and supply chain, as well as SAP, Oracle, and emerging platforms, using automation, analytics, and Generative AI to improve performance, increase agility, and unlock long-term value.

The ServiceNow Delivery Manager leads end-to-end delivery for ServiceNow engagements within EOaaS. The role provides direction across the ServiceNow platform, oversees implementation and ongoing operations, manages production issues, leads and develops delivery staff, establishes governance and performance reporting, and maintains relationships with client and delivery stakeholders. It also supports business development and opportunities to improve delivery and develop team capabilities, including through ServiceNow AI features.

The team delivers multi-year managed services across ServiceNow and associated boundary applications, supporting clients through transition, stabilization, steady-state operations, enhancements, and continuous improvement. The role requires an average of 25% travel and is recruiting through January 15, 2027.

Requirements

• Bachelor’s degree and ServiceNow Certified System Administrator (CSA) certification.
• At least 8 years of professional experience in technology delivery, application support, or platform operations, including at least 5 years delivering or supporting ServiceNow solutions.
• At least 3 years leading ServiceNow delivery or operations in managed services, platform operations, or application support environments.
• At least 3 years of people management experience, including coaching or mentoring team members.
• Experience configuring or developing ServiceNow platform capabilities, integrations, and solutions, including ITSM, ITOM/CMDB, and at least one additional product such as HRSD, CSM, ITAM, ITBM/SPM, or SecOps.
• Experience managing application development, system integration, or platform implementation programs using Agile practices such as sprint planning, backlog management, and release coordination.
• Ability to travel an average of 25%, based on work and clients served.
• Must be legally authorized to work in the United States without employer sponsorship now or in the future.
• Ability to work independently and collaboratively.
• Effective written and verbal communication skills.
• Meticulous attention to detail and quality of work.
• Ability to build and sustain professional relationships.
• Ability to lead projects or workstreams.
• Ability to manage and prioritize multiple tasks in a fast-paced, dynamic environment.
• Strong interpersonal skills and professional demeanor.
• Ability to meet deadlines.
• Ability to mentor and provide clear guidance to others.

Nice To Haves

• Master’s degree.
• Experience supporting end-to-end service transitions, global delivery centers, or geographically distributed teams.
• Experience contributing to proposals or designing operating models for ServiceNow or managed services.
• Experience defining or managing KPIs, service-level agreements (SLAs), or continuous improvement initiatives.
• Experience applying automation, analytics, or AI to service operations.

Responsibilities

• Lead end-to-end delivery for ServiceNow engagements, managing scope, milestones, quality, risks, and outcomes.
• Provide direction across the ServiceNow platform, guide solution design, and resolve complex technical challenges involving core platform capabilities, ITSM, ITOM/CMDB, and emerging AI solutions.
• Oversee implementation, enhancement, and ongoing maintenance while balancing new delivery with production stability and user support.
• Coordinate timely triage and resolution of production incidents and user issues, engaging appropriate technical resources and keeping stakeholders informed.
• Manage and develop ServiceNow professionals, including work allocation, capacity and resource planning, performance, and skills development.
• Establish delivery governance, dashboards, KPIs, and status reporting to track progress, productivity, risks, resource needs, and operational health.
• Build working relationships with US and global delivery counterparts, client stakeholders, and partner teams; proactively communicate status, dependencies, challenges, and decisions.
• Support business development and identify opportunities to improve delivery and grow team capabilities, including practical use of ServiceNow AI features.

Benefits

• Potential eligibility to participate in a discretionary annual incentive program, subject to program rules and individual and organizational performance.
• Professional development opportunities, including on-the-job learning, formal development programs, leadership opportunities, and mentorship.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager