ServiceNow Delivery Director
ServiceNow Delivery Director
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1 Vacancy
Job Description
Work Schedule: Morning Shift
Work Setup: Hybrid (3x onsite per week) Makati
Responsibilities:
- Service Delivery Leadership: Oversee the delivery of ServiceNow managed services ensuring timely resolution of incidents service requests and change requests while maintaining SLAs
- Team Management: Lead mentor and manage a team of 40 professionals including ServiceNow consultants developers administrators and support engineers fostering a high-performance culture and ensuring skill development.
- Operational Oversight: Manage daily operations including incident and problem management service request fulfillment knowledge base maintenance and performance monitoring ensuring operational efficiency and client satisfaction.
- Platform Maintenance and Upgrades: Direct monthly cloning activities patch management and bi-annual ServiceNow platform upgrades ensuring minimal disruption and compatibility with integrations (e.g. SAP Active Directory QMIS).
- Stakeholder Engagement: Act as the primary point of contact for leadership and stakeholders conducting executive reviews presenting performance metrics and aligning service delivery with strategic goals.
Qualifications:
- Bachelors degree in Computer Science Information Technology Business Administration or a related field (Masters degree or MBA preferred)
- 15 years of experience in IT service delivery with at least 5 years in a leadership role managing ServiceNow or similar enterprise platforms.
- Proven track record of leading teams of 40 members in managed services including support enhancements and platform maintenance.
- Extensive experience with ServiceNow modules: ITxM (ITSM ITOM ITBM) CSM HRSD IRM SecOps and SPM in large enterprise environments.
- Demonstrated success in managing complex integrations (e.g. SAP Active Directory) and ensuring compliance with regulatory standards (e.g. GDPR AML).
Certifications:
- ServiceNow Certified System Administrator (mandatory).
- At least one of the following ServiceNow certifications (highly preferred):
- Certified Implementation Specialist ITSM
- Certified Implementation Specialist Customer Service Management
- Certified Implementation Specialist Human Resources
- Certified Implementation Specialist Risk and Compliance
- Certified Implementation Specialist Security Operations
- Certified Implementation Specialist Strategic Portfolio Management
- ITIL Expert or higher (preferred).
- Project Management Professional (PMP) or equivalent (preferred).
Employment Type
Full Time
