ServiceNow Business Process Consultant Service Delivery Manager

About the Role: We are seeking an experienced Service Delivery Manager to lead our team of Business Process Consultants within our growing ServiceNow practice. In this role, you will be accountable for the delivery quality, professional growth, and engagement outcomes of a 10–12 person BPC team supporting concurrent client implementations across the United States. You will combine hands-on ServiceNow advisory expertise with strong people leadership, partnering with clients as a trusted advisor, and driving measurable business transformation through workflow optimization on the ServiceNow platform. As well as playing a lead role in the development of AI initiatives to drive delivery quality. Key Responsibilities: Act as a resource manager to lead, coach, and mentor a team of 10–12 Business Process Consultants delivering quality work and advisory services across concurrent client engagements. Coordinate with the Resourcing Manager to oversee BPC capacity, assignments, and utilization across multiple client projects—balancing engagement complexity, skill development opportunities, and team workload. Conduct regular 1:1s, coordinate input for and facilitate performance reviews, and career development planning to support the long-term growth, engagement, and retention. Serve as an executive escalation point on client engagements, partnering with BPCs and project leadership to remove blockers, resolve delivery risks, and protect engagement health. Provide hands-on advisory and facilitation support on high-stakes engagements, including executive workshops, stakeholder readouts, and complex requirements sessions with clients. Define and evolve practice methodology, templates, and accelerators used by the BPC team across ServiceNow engagements to drive repeatable, high-quality delivery. Support the sales team in presales efforts to define solutions, scope BPC effort, and estimate time and effort for delivery. Partner with Delivery Management to align and develop continuous improvement opportunities in process, technical design, resource management, and practice growth and direction. Maintain current knowledge of ServiceNow platform capabilities, application releases, and the use cases ServiceNow addresses for healthcare customers, sharing perspective with the team and clients on roadmap and best practices. Keep clients’ business goals at the forefront of delivery conversations and articulate process design decisions related to continual maintenance, longevity, and total cost of ownership on the platform. Identify opportunities for account growth through additional service offerings based on the client’s strategic roadmap and business objectives, partnering with practice and sales leadership to surface and pursue them. Maintain a billable percentage on client engagements in alignment with the ServiceNow Practice financial goals and demonstrate functional capability in a billable capacity. Other assigned related tasks to support client service delivery. Required Qualifications: 10+ years of experience in business process consulting, delivery, or advisory roles with focus on enterprise technology platforms and workflow transformation. 5+ years of ServiceNow platform experience as a Business Process Consultant or in an equivalent advisory role. 3+ years of direct people management experience leading employees in the consulting industry, including responsibility for hiring, performance management, and career development. Demonstrated expertise in at least two of the following ServiceNow areas: Strategic Portfolio Management (SPM), IT Operations Management (ITOM) including CSDM, or IT Service Management (ITSM). Expertise in ServiceNow Strategic Portfolio Management (SPM) is preferred and strongly desired. Proven ability to lead executive-level client conversations, requirements sessions, and process design discussions with stakeholders at all levels, up to and including the C-suite. Proven track record supporting client engagements end-to-end across both Agile (Scrum) and Waterfall delivery methodologies. Experience leveraging AI tools to accelerate requirements capture, deliverable production, and team productivity. Experience with capacity planning, resource forecasting, and utilization management for a consulting firm. ServiceNow Certified System Administrator (CSA). Existing or required in first 90 days. ServiceNow Certified Implementation Specialist in two product lines such as SPM, ITSM, ITOM, CSM, etc. existing or required in the first 180 days. Demonstrates hands-on advisory experience with the ability to identify gaps mid-engagement and step in across workstreams to maintain project momentum and drive delivery forward. Brings broad delivery experience across the full project lifecycle, with a proven ability to flex into functional or facilitation roles as needed to keep engagements on track. Strong written and verbal communication skills with the ability to translate technical concepts for non-technical audiences and tailor messaging for executive consumption. Familiarity with organizational change management (OCM) frameworks and their application in technology adoption programs including facilitating training, communications planning, and leadership and sponsorship enablement. Preferred Qualifications: ServiceNow Certified Implementation Specialist (CIS) in one or more relevant modules (SPM, ITSM, HAM Pro, SAM Pro, Data Foundations – CMDB/CSDM, Discovery). Experience working within Healthcare IT or other regulated industry verticals. Experience presenting at industry conferences, client executive forums, or ServiceNow community events (e.g., Knowledge, ServiceNow World Forum, SNUGs). Working Environment/Physical Requirements: Up to 15% travel Optimum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.