Delivery Lead

Company Description Input Zero Technologies (IZT) bridges the gap between vision and reality in digital transformation, with a strong focus on automation-driven efficiency and innovation. Founded in 2010, IZT was the first ServiceNow partner in India and has grown into an Elite Partner with a 98% renewal rate, demonstrating sustained customer success. The company operates across India, Dubai, and the USA, serving industries such as Pharma, Space, Manufacturing, and BFSI. A team of 200+ experts designs and delivers cutting-edge automation solutions that optimize operations and unlock new business possibilities. At IZT, long-term partnerships and impactful solutions are central to how the company works with clients.

To excel in this role, you should possess the following:

• 10+ years of overall IT experience with 10+ years in ServiceNow delivery leadership roles.

• Clear career progression from ServiceNow Programmer/Developer → Technical Lead → Manager → Program / Account / Delivery Head.

• Strong hands-on foundation in ServiceNow development and architecture earlier in the career.

• Extensive experience delivering large-scale, enterprise ServiceNow transformations.

• Proven ability to manage multiple ServiceNow programs and strategic accounts concurrently.

• Experience leading large, cross-functional delivery teams (100–200+ resources) across onshore, offshore, and nearshore models.

• Deep functional expertise across ITSM, ITOM, CSM, FSM, HRSD, GRC, SecOps modules.

• Strong understanding of CMDB design, Discovery, Service Mapping, Event Management, and integrations.

• Experience working in multi-vendor and complex client ecosystems.

• Ability to define and implement delivery governance frameworks, KPIs, SLAs, and escalation models.

• Strong ownership of delivery P&L, including revenue, margins, forecasting, and cost optimization.

• Demonstrated success in driving account growth through renewals, upsell, and cross-sell opportunities.

• Hands-on involvement in presales activities, including RFP/RFI responses, solution design, effort estimation, and commercials.

• Ability to translate business requirements into scalable ServiceNow solutions aligned with customer outcomes.

• Strong CXO-level stakeholder management and executive communication skills.

• Proven experience handling critical escalations and turnaround situations.

• Ability to build, scale, and mature ServiceNow Centers of Excellence (CoE).

• Strong people leadership with experience in mentoring senior leaders, succession planning, and talent retention.

• Experience driving continuous improvement, automation, and delivery excellence initiatives.

• Familiarity with Agile, SAFe, ITIL, DevOps, and hybrid delivery models.

• Strong collaboration skills to work with Sales, Presales, PMO, Finance, HR, and Partner teams.

• Exposure to global delivery and international clients across multiple industries.

• High ownership mindset with the ability to balance strategic vision and hands-on execution. • ServiceNow certifications such as CSA (mandatory), CIS/CAD/CTA (preferred).

• Project and service management certifications such as ITIL, PMP, or PRINCE2 (good to have).

Day in the Life of a ServiceNow Delivery Head at IZT AT IZT

Own end-to-end delivery across multiple ServiceNow programs and strategic accounts, ensuring alignment with business objectives and contractual commitments.

Review overall delivery health, key milestones, SLAs, risks, and dependencies across accounts and geographies.

Act as the primary escalation point for complex delivery, customer, or operational challenges and drive timely resolutions.

Engage with CXO-level client stakeholders to review progress, value realization, and future roadmap opportunities.

Collaborate closely with Sales and Presales teams to support ongoing deals, solution shaping, estimations, and RFP/RFI responses.

Provide strategic guidance to Program Managers, Architects, and Account Leads to ensure consistent delivery standards and best practices.

Drive account growth initiatives, including renewals, upsell, cross-sell, and expansion opportunities.

Review financial performance including revenue, margins, utilization, forecasts, and cost optimization. Strengthen delivery governance by tracking KPIs, CSAT, NPS, and continuous improvement actions.

Lead people and talent initiatives, including mentoring senior leaders, performance reviews, succession planning, and capability building.

Oversee the evolution of ServiceNow offerings, accelerators, and CoE capabilities aligned with market demand.

Ensure compliance with ServiceNow best practices, security standards, and internal quality frameworks. Partner with internal stakeholders such as PMO, HR, Finance, and Leadership to enable scalable and sustainable delivery.

Drive innovation through automation, AI, and platform optimization to improve delivery efficiency and customer outcomes.

Represent IZT as a trusted delivery leader and advisor across customers, partners, and internal forums.