Senior Servicenow Delivery Director

We are now hiring for Delivery Director – ServiceNow

Experience Required: 18–20 years in IT services, with significant experience in ServiceNow delivery and practice leadership

Location: Bangalore,Pune

Role Summary

The Delivery Director will own end-to-end delivery for ServiceNow engagements, ensuring quality, profitability, and client satisfaction across multiple projects/accounts. The role requires a strong blend of technical credibility in ServiceNow, delivery governance, people leadership, and client relationship management.

Key Responsibilities

• Own overall delivery accountability for ServiceNow programs across multiple clients/accounts, ensuring on-time, on-budget, quality delivery.
• Act as the primary escalation point for delivery issues, working closely with clients, account leadership, and technical teams to resolve risks proactively.
• Drive governance through structured reviews, SLAs, KPIs, and delivery metrics; ensure compliance with delivery frameworks and quality standards.
• Manage P&L responsibility for assigned accounts/projects including revenue, margins, and utilization.
• Build, mentor, and retain a strong delivery team including project managers, architects, and technical leads.
• Partner with sales and pre-sales teams on solutioning, estimation, and proposals for new and expansion opportunities.
• Ensure adherence to ServiceNow best practices, ITSM/ITOM/ITBM/CSM (or relevant module) standards, and platform governance.
• Drive continuous improvement, automation, and reusable delivery assets/accelerators across engagements.
• Manage stakeholder relationships at CXO/senior client level, ensuring trust and long-term partnership.
• Support hiring, capacity planning, and resource allocation across the ServiceNow practice.

Required Skills & Experience

• 18–20 years of overall IT services experience, with at least 8–10 years focused on ServiceNow delivery/program management.
• Proven experience managing large, multi-workstream ServiceNow engagements (ITSM, ITOM, ITBM, HRSD, CSM, or similar modules).
• Strong understanding of ServiceNow architecture, implementation lifecycle, and platform capabilities (hands-on configuration not mandatory, but strong technical fluency required).
• Experience managing P&L, budgets, and commercial aspects of delivery.
• Demonstrated leadership managing teams of 50+ across project managers, architects, and developers.
• Strong client management and executive communication skills.
• Experience working in onshore-offshore delivery models.
• ServiceNow certifications (CSA, CIS, or higher) preferred but not mandatory.
• ITIL certification preferred.
• Bachelor's degree in Engineering/Computer Science or related field; MBA preferred.

Key Attributes

• Strong executive presence and stakeholder management
• Ability to balance delivery excellence with commercial outcomes
• Problem-solver who can operate at both strategic and operational levels
• Strong people leadership and team-building capability