Senior Service Delivery Manager

Hiring: Senior Manager, Service Management (ServiceNow) | Chicago or NYC | Hybrid

Seeking a transformative IT leader to build and run a global service management function from the ground up at a global law firm . You will hold ultimate authority over the ServiceNow platform roadmap, shifting the firm from traditional SLAs to experience-based metrics (XLAs).

Key Responsibilities:

Global Operations: Define service ownership and run daily operations across internal teams and external vendors.

ServiceNow Governance: Standardize workflows and eliminate fragmented platform usage. Modern ITSM & SIAM: Align external vendors to shared outcomes while optimizing core ITIL practices.

Proactive Observability: Use endpoint telemetry and data to resolve issues before they impact user productivity.

What We’re Looking For:

✔️ Senior leadership in global service delivery (Professional Services preferred).

✔️ Deep expertise in ServiceNow platform optimization, ITIL, and SIAM frameworks.

✔️ High data literacy—fixing underlying operational and data quality issues.

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