Service Now Delivery Manager

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 01/15/2027

Work you'll do

As 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 evolve

A successful candidate would possess these skills:

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to mentor and provide clear guidance to others

The team

Our 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.

Qualifications

Required:

• 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 future

Preferred:

• Master's degree
• Experience 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.

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