About the role
Job Title – Head Delivery ( ServiceNow )
Candidate Specification – 20+ years of experience
Job Location – Bengaluru, Mumbai
Candidate Location – PAN India
Skills – Servicenow, Systems Integration, Program Delivery, Commercial Management, Estimation, Change Control, AI-led Delivery.
Industry – IT
Work Mode – Work from Office / Hybrid
Job Description ServiceNow Delivery Lead Key Responsibilities
- Lead end-to-end delivery of ServiceNow Systems Integration and transformation programs.
- Own program delivery, governance, milestones, timelines, quality, risks, dependencies, and overall customer outcomes.
- Manage large and complex ServiceNow implementation and integration engagements across multiple stakeholders and teams.
- Drive delivery planning, estimation, resource planning, budgeting, and commercial management.
- Establish and maintain delivery governance, reporting, KPIs, SLAs, and executive-level dashboards.
- Manage scope, change control, risks, issues, dependencies, and escalations throughout the program lifecycle.
- Partner with ServiceNow technical, functional, architecture, and implementation teams to ensure successful delivery.
- Lead customer and senior stakeholder relationships, providing regular program updates and managing expectations.
- Identify opportunities for process improvement, automation, and AI-led delivery models within ServiceNow engagements.
- Support pre-sales activities including solution estimation, effort sizing, proposals, and delivery planning.
- Ensure adherence to organizational delivery methodologies, quality standards, security requirements, and ServiceNow best practices.
- Drive continuous improvement, operational efficiency, and delivery excellence across ServiceNow programs.
- Mentor and lead delivery managers, project managers, and cross-functional teams.
Required Skills & Experience
- 15+ years of overall IT experience with significant experience in ServiceNow delivery.
- Strong experience in ServiceNow Systems Integration (SI), implementation, transformation, or managed services.
- Proven experience managing large-scale ServiceNow programs and complex client engagements.
- Strong expertise in Program Management / Delivery Management / Engagement Management.
- Hands-on experience with commercial management, estimation, budgeting, and resource planning.
- Strong understanding of change control, risk management, governance, and delivery methodologies.
- Excellent client-facing and senior stakeholder management skills.
- Experience managing geographically distributed and cross-functional teams.
- Strong analytical, communication, negotiation, and problem-solving skills.
- Experience working with enterprise customers and large SI environments.
- Exposure to AI, automation, GenAI, or AI-led delivery models is preferred.
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