Delivery Head

About the Role

Service Delivery Head – ServiceNow

ServiceNow-led delivery environments

Key Responsibilities

Stakeholder Management

• Act as the primary interface between ServiceNow delivery teams, engagement teams, and customer stakeholders.
• Build and sustain trusted client relationships across enterprise ServiceNow programs and managed services engagements.

Incident & Escalation Leadership

• Lead major incidents and delivery escalations within ServiceNow implementations and managed services.
• Drive stabilisation, manage executive communications, and coordinate cross-functional teams to resolution.

KPI & SLA Governance

• Own and govern delivery performance metrics aligned to ServiceNow implementations and ongoing support models.
• Ensure adherence to SLAs and contractual commitments, supported by structured reporting.

Customer & Executive Communication

• Prepare and deliver Steering Committee (SteerCo) updates related to ServiceNow program health, risks, and roadmap.
• Communicate complex ServiceNow delivery challenges clearly to both technical and business stakeholders.

ServiceNow Delivery Oversight

• Provide governance and oversight across ServiceNow implementations, enhancements, upgrades, and managed services.
• Ensure alignment with ServiceNow best practices, platform standards, and delivery frameworks.

Team Leadership & Enablement

• Lead and mentor ServiceNow delivery managers, architects, and consulting teams.
• Support teams through prioritisation conflicts, escalations, and changing customer demands.

Process & Continuous Improvement

• Identify recurring delivery issues across ServiceNow engagements and implement sustainable corrective actions.
• Embed ServiceNow-aligned delivery standards, governance models, and operational best practices.

Budget & Resource Oversight

• Manage or contribute to delivery budgets, ServiceNow resource planning, utilisation, and cost optimisation.

Multi-Engagement Oversight

• Maintain end-to-end visibility across multiple concurrent ServiceNow customers and programs, ensuring consistent delivery excellence.

Required Skills & Experience

• Extensive experience in

  ServiceNow service delivery

  , program delivery, or engagement leadership roles.
• Proven track record of recovering challenged

  ServiceNow implementations or managed services engagements

  .
• Strong understanding of ServiceNow modules (ITSM, ITOM, ITAM, HRSD, CSM, or similar).
• Deep knowledge of ServiceNow delivery methodologies, governance models, and platform best practices.
• Ability to remain calm, articulate, and decisive under pressure with senior client stakeholders.
• Excellent executive-level communication and reporting skills.
• Experience managing multiple ServiceNow programs and cross-functional teams simultaneously.
• High emotional intelligence and strong stakeholder management capability.