ServiceNow Implementation experience is must. Any one ServiceNow certification is must. Position Overview The Delivery Manager for ServiceNow serves as the delivery leader responsible for overseeing technical resources, project delivery, and implementation success within the ServiceNow practice, with support from the COO for strategic direction and key decisions. This hands-on technical leader manages resource allocation, professional development, technical delivery, and operational excellence to ensure consistent, high-quality ServiceNow implementations across our core focus areas: CSM, FSM, EAM, SPM, and ITSM. Key Responsibilities Team Leadership & Resource Management Lead and mentor a team of ServiceNow technical consultants, developers, architects, and project managers Manage resource allocation across multiple concurrent projects, optimizing utilization and billability Support professional development plans for team members, fostering expertise in CSM, FSM, EAM, SPM, and ITSM Provide comprehensive resource management visibility through detailed resource planning, utilization tracking, and billability forecasting Work with the COO and Finance team on budgeting and financial reporting Delivery Excellence Ensure on-time, on-budget delivery of all ServiceNow implementation projects Implement quality standards and best practices for implementations Identify and escalate project risks to the COO when needed Monitor key performance indicators including billability, utilization, customer satisfaction, and delivery quality Technical Leadership Maintain hands-on technical expertise across ServiceNow platforms, particularly in Customer Service Management (CSM), Field Service Management (FSM), Enterprise Asset Management (EAM), Strategic Portfolio Management (SPM), and IT Service Management (ITSM) Provide technical guidance and problem-solving support to delivery teams Stay current with ServiceNow platform updates, new features, and industry best practices Contribute to solution design for implementations as required Client Relationship Management Serve as the technical escalation point for client concerns and issues when needed Support project teams in maintaining positive client relationships during implementation Ensure high levels of customer satisfaction and successful project outcomes Collaborate with the sales team on technical aspects of client engagements Financial Management Provide inputs to the COO and Finance department for financial forecasts Contribute to budgeting processes and quarterly reviews Track and report on key project financial metrics Recommend opportunities to improve project efficiency Qualifications Required 6+ years of experience with ServiceNow implementations, including significant exposure to CSM, FSM, EAM, SPM, and ITSM modules 3+ years in a Team Lead or Management role ServiceNow certifications (multiple modules preferred) Strong understanding of ITIL framework and service management principles Experience with resource planning and capacity management Exceptional communication, negotiation, and conflict resolution skills Proven track record of successful project delivery and client satisfaction Preferred Experience with ServiceNow's latest platform capabilities and releases Additional certifications in project management (PMP, Scrum) Experience with complementary technologies and integration approaches Background in professional services or consulting organizations Performance Metrics Success in this role will be measured by: Team billability and utilization rates Customer satisfaction scores On-time, on-budget project delivery rates Resource retention and development Accuracy of project financial forecasts Show more Show less