Service Now Delivery Manager

Position Summary Deloitte’s Enterprise Operations as a Service (EOaaS) practice helps organizations transform critical business operations through a combination of operational excellence, technology enablement, and managed services. We support clients across finance and supply chain, as well as SAP, Oracle, and emerging platforms, by applying automation, analytics, and Generative AI to improve performance, increase agility, and unlock long-term value. This is an opportunity to build your career while helping leading organizations navigate complex transformation and deliver measurable impact.Recruiting for this role ends on 01/15/2027Work you’ll doAs a ServiceNow Delivery Manager on Enterprise Operations as a Service team, you will be responsible for:Lead end-to-end delivery for ServiceNow engagements within the Enterprise Operations as a Service offering, managing scope, milestones, quality, risks, and outcomes.Provide direction across the ServiceNow platform, with hands-on expertise in core platform capabilities and various modules such as ITSM, ITOM/CMDB, and emerging AI solutions; guide solution design and drive resolution of complex technical challenges.Oversee implementation, enhancement, and ongoing maintenance activities, balancing new delivery with production stability and user support.Coordinate timely triage and resolution of production incidents and user issues, ensuring the right technical resources are engaged and stakeholders receive clear updates.Manage and develop a team of ServiceNow professionals, including work allocation, capacity and resource planning, performance, and skills development.Establish delivery governance, dashboards, KPIs, and status reporting to track progress, productivity, risks, resource needs, and operational health.Build strong working relationships with US and global delivery counterparts, client stakeholders, and partner teams; communicate status, dependencies, challenges, and decisions proactively.Support business development efforts and identify opportunities to improve delivery and grow the team’s capabilities, including practical use of ServiceNow AI features as the platform and its capabilities evolveA successful candidate would possess these skills:Ability to work independently and collaborate as part of a teamEffective written and verbal communication skillsMeticulous attention to detail and quality of work productAbility to build and sustain professional relationshipsAbility to lead projects or workstreamsAbility to manage and prioritize multiple tasks in a fast-paced and dynamic environmentStrong interpersonal skills and professional demeanorAbility to meet deadlinesAbility to mentor and provide clear guidance to othersThe teamOur Enterprise Operations as a Service team helps organizations maximize the value of their ServiceNow investments and modernize critical business operations. We deliver multi-year managed services across ServiceNow and associated boundary applications, supporting clients through transition, stabilization, steady-state operations, enhancements, and continuous improvement.By combining ServiceNow expertise, industry and process knowledge, delivery experience, and Deloitte capabilities in automation, analytics, and artificial intelligence, we help clients improve operational performance, increase agility, enhance user experience, and enable ongoing technology modernization.QualificationsRequired:Bachelor’s degree and ServiceNow Certified System Administrator (CSA) certification.8+ years of professional experience in technology delivery, application support, or platform operations, including 5+ years delivering or supporting ServiceNow solutions.3+ years of experience leading ServiceNow delivery or operations in managed services, platform operations, or application support environments, and 3+ years of people management experience, including coaching or mentoring team members.Experience configuring or developing ServiceNow platform capabilities, integrations, and solutions, including ServiceNow ITSM, ITOM/CMDB and at least one additional product, such as HRSD, CSM, ITAM, ITBM/SPM, or SecOps.Experience managing application development, system integration, or platform implementation programs, using Agile practices such as sprint planning, backlog management, and release coordination.Ability to travel 25%, on average, based on the work you do and the clients and industries/sectors you serve.Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the futurePreferred:Master's degreeExperience supporting end-to-end service transitions, global delivery centers, or geographically distributed teams.Experience contributing to proposals or designing operating models for ServiceNow or managed services.Experience defining or managing key performance indicators (KPIs), service-level agreements (SLAs), or continuous improvement initiatives.Experience applying automation, analytics, or AI to service operations.The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $134,500 to $265,100.You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.#EOAASCORE#EPCORE Deloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at View email address on click.appcast.io. Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters. Our people and culture Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work. Our purpose Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more. Professional development From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Qualified applicants with criminal histories, including arrest or conviction records, will be considered for employment in accordance with the requirements of applicable state and local laws, including the Los Angeles County Fair Chance Ordinance for Employers, City of Los Angeles’s Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act. See notices of various fair chance hiring and ban-the-box laws where available. Fair Chance Hiring and Ban-the-Box Notices | Deloitte US Careers Requisition code: 373791 Job ID 373791 Package and Technology EnablementSame job available in 33 locations