ServiceNow Client Service Delivery Lead

About the Role

We are seeking an energetic confident and technically astute ServiceNow Client Service Delivery Lead to lead the ServiceNow Managed Service Team for large-scale clients across New Zealand. You will provide oversight guidance and support to the team ensuring seamless delivery of ServiceNow implementations and ongoing managed services.

This role requires deep hands-on experience in ServiceNow implementations strong leadership skills and the ability to engage with executive stakeholders. You will lead pre-sales activities integrate solution designs and oversee complex delivery programs ensuring that client objectives are met with excellence.

Key Responsibilities

• Lead the ServiceNow Managed Service Team providing day-to-day oversight guidance and mentorship.

• Ensure the successful delivery of ServiceNow implementations and managed services maintaining high standards and client satisfaction.

• Coordinate and manage technology teams across onshore and offshore locations for pre-sales RFPs and complex delivery programs.

• Develop technical solution designs in collaboration with technical and cost architects creating detailed cost estimates.

• Present and discuss solutions with client executives and internal approvers demonstrating ServiceNow expertise.

• Facilitate client workshops capture requirements and translate them into actionable solution designs.

• Mentor internal staff to develop skills particularly in ServiceNow implementation and managed services.

• Serve as the primary client contact for ServiceNow delivery and managed service solutions.

• Collaborate with cross-technology teams (Insights & Intelligence Automation Technology Consulting) to ensure holistic solutions and accurate cost estimates.

• Establish governance and risk mitigation processes maintaining deep knowledge of ServiceNow modules including Service Management IT Operations Customer Service Management HR and Security Operations.

About You

• Extensive experience in ServiceNow implementation and managed services delivery.

• Proven leadership skills with experience building guiding and managing high-performing ServiceNow teams.

• Deep knowledge of Service Management ITIL HR Security Operations and Customer Service Management.

• Strong technical acumen with relevant ServiceNow certifications.

• Exceptional executive presentation written and verbal communication skills.

• Ability to translate complex technical requirements into business outcomes.

• Strong analytical problem-solving and time management skills with experience in Agile and DevOps practices.

About Accenture

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