ServiceNow Tower Head

Job Summary

We are looking for an experienced ServiceNow Tower Head to lead and manage the end-to-end delivery of ServiceNow engagements. The ideal candidate will have strong expertise in ServiceNow platform capabilities, ITSM processes, team leadership, stakeholder management, and large-scale delivery governance. This role requires managing ServiceNow implementations, enhancements, support operations, and transformation initiatives while ensuring high-quality service delivery and customer satisfaction.

Key Responsibilities

• Lead the ServiceNow delivery tower and manage multiple projects, programs, and support engagements.
• Drive end-to-end delivery of ServiceNow solutions, ensuring adherence to timelines, quality standards, and budget commitments.
• Collaborate with business stakeholders, customers, and leadership teams to define delivery strategies and roadmaps.
• Provide technical and functional leadership across ServiceNow modules and platform capabilities.
• Manage and mentor ServiceNow architects, developers, administrators, and support teams.
• Establish delivery governance, resource planning, utilization, risk management, and escalation management processes.
• Ensure successful implementation and support of ITSM and other ServiceNow modules.
• Drive process improvements, automation initiatives, and best practices across ServiceNow engagements.
• Oversee UAT, production releases, change management, defect management, and support transitions.
• Monitor delivery KPIs, SLAs, customer satisfaction, and service performance metrics.
• Work closely with pre-sales and business teams for solutioning, effort estimation, and proposal support.
• Ensure compliance with ITIL standards, governance frameworks, and organizational policies.

Leadership & Delivery Experience

• Proven experience managing large ServiceNow delivery teams and enterprise-scale engagements.
• Experience handling delivery governance, resource planning, budgeting, and customer escalations.
• Strong stakeholder management and executive-level communication skills.
• Ability to drive strategic initiatives, service transformation programs, and operational excellence.
• Experience managing distributed teams across multiple locations.