Manager | IT Service Management | Mumbai | ServiceNow

Service Delivery Manager ServiceNow Managed Services

Location: Mumbai

Experience: 68 Years

Role Summary

We are seeking a Service Delivery Manager to lead the operations and support management of a ServiceNow platform for a large enterprise client. The role requires ownership of service delivery production support governance major incident management client communication support team coordination and change/release oversight. The ideal candidate should be comfortable managing high-pressure situations particularly during critical production incidents while maintaining strong client relationships.

Key Responsibilities

• Own end-to-end service delivery and operational performance for the ServiceNow platform.
• Lead management of production incidents service outages and critical client escalations.
• Act as the primary point of contact during Major Incidents (P1/P2) coordinating technical teams and managing executive-level client communications.
• Drive Root Cause Analysis (RCA) reviews and ensure closure of corrective actions.
• Track and govern production changes releases and deployments to minimize operational risks.
• Manage support team rosters on-call schedules resource planning and shift coverage.
• Monitor SLA/KPI performance and drive continuous service improvements.
• Conduct operational governance meetings and present service performance reports to client stakeholders.
• Collaborate with development infrastructure and business teams to ensure service stability and delivery excellence.
• Build strong client relationships and proactively manage stakeholder expectations.

Required Experience & Skills

• 68 years of IT experience with at least 3 years in Service Delivery Application Support or Managed Services.
• Experience supporting ServiceNow or enterprise ITSM platforms.
• Education - UG and Above
• Strong understanding of Incident Problem Change and Release Management processes.
• Proven experience managing Major Incidents and client escalations.
• Experience managing support teams rosters and operational governance.
• Strong stakeholder management communication and presentation skills.
• Ability to perform effectively in high-pressure business-critical situations.
• Working knowledge of ITIL processes and service management best practices.

Preferred Qualifications

• ITIL Certification.
• ServiceNow certification preferred.
• Experience working in Managed Services / AMS environments.
• Experience supporting BFSI Insurance or other regulated industry clients is desirable.