ServiceNow Delivery Manager - Onsite - W2
CLOUDSCOUTS SOFTWARE SOLUTIONS LLC•Atlanta, GA
•Onsite
About The Position
We are seeking an experienced ServiceNow Delivery Manager to lead the delivery of large-scale digital transformation programs across global operations. The ideal candidate will have deep expertise in ServiceNow platforms (especially ITSM), experience managing Managed Cloud Operations (MCO) environments, and exposure to AI-driven solutions within service management ecosystems. This role requires strong leadership skills to drive end-to-end program delivery, stakeholder engagement, and continuous service improvement across distributed teams.
Requirements
- Bachelor’s or Master’s degree in IT, Computer Science, or related field.
- 10–15+ years of experience in IT service delivery and transformation programs.
- 5+ years of experience in ServiceNow delivery leadership roles.
- Strong hands-on experience with ServiceNow ITSM module.
- Proven track record of managing large, global transformation programs.
- Experience working in Managed Cloud Operations (MCO) / cloud environments.
- Exposure to AI/ML implementations within ITSM or enterprise platforms.
- ServiceNow Certified System Administrator (CSA)
- ITIL v3/v4 Foundation (or higher)
Nice To Haves
- ServiceNow CIS-ITSM (preferred)
- Experience with ServiceNow modules beyond ITSM (ITOM, ITBM, HRSD, CSM).
- Knowledge of AIOps, automation frameworks, and integration tools.
- Familiarity with cloud platforms (Azure, AWS, GCP).
- Strong understanding of DevOps and CI/CD practices.
- Excellent communication, leadership, and stakeholder management skills.
Responsibilities
- Lead end-to-end delivery of large-scale ServiceNow transformation programs across multiple geographies.
- Manage complex, multi-workstream programs, ensuring alignment with business objectives, timelines, and budgets.
- Establish and maintain governance frameworks, dashboards, KPIs, and reporting mechanisms.
- Drive Agile / SAFe / hybrid delivery models for global implementations.
- Oversee implementation, enhancement, and support of ServiceNow ITSM modules (Incident, Problem, Change, Request, CMDB).
- Ensure adherence to ServiceNow best practices, architecture standards, and platform governance.
- Collaborate with architecture teams to design scalable, secure, and future-ready solutions.
- Lead delivery and operations in MCO / cloud-managed services environments.
- Ensure high availability, performance, and compliance of ServiceNow platforms in cloud ecosystems.
- Drive operational excellence through automation, monitoring, and continuous improvement initiatives.
- Champion adoption of AI-powered capabilities within ServiceNow (e.g., Virtual Agent, Predictive Intelligence, AIOps).
- Identify opportunities to integrate AI/ML solutions to improve service desk efficiency and user experience.
- Collaborate with data and AI teams to implement intelligent workflows and predictive analytics.
- Engage with C-level stakeholders, business leaders, and IT executives across regions.
- Manage cross-functional teams across onshore, offshore, and nearshore locations.
- Act as the primary escalation point for delivery risks and issues.
- Manage program budgets, forecasting, and cost optimization.
- Identify risks and establish mitigation strategies proactively.
- Ensure compliance with organizational and regulatory standards.
- Lead and mentor large global delivery teams including developers, architects, and consultants.
- Drive a culture of innovation, accountability, and continuous learning.
- Support talent development and capability building in ServiceNow and AI domains.
Benefits
- Flexible work from home options available.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
