Head Delivery ( ServiceNow )

Location: Mumbai, Bengaluru   •   Experience: Senior Level   •   Openings: 1
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Job description

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.