ServiceNow Delivery Director
- Makati City, Metro Manila
- Permanent
- Full-time
- Service Delivery Leadership: Oversee the delivery of ServiceNow managed services, ensuring timely resolution of incidents, service requests, and change requests while maintaining SLAs
- Team Management: Lead, mentor, and manage a team of 40+ professionals, including ServiceNow consultants, developers, administrators, and support engineers, fostering a high-performance culture and ensuring skill development.
- Operational Oversight: Manage daily operations, including incident and problem management, service request fulfillment, knowledge base maintenance, and performance monitoring, ensuring operational efficiency and client satisfaction.
- Platform Maintenance and Upgrades: Direct monthly cloning activities, patch management, and bi-annual ServiceNow platform upgrades, ensuring minimal disruption and compatibility with integrations (e.g., SAP, Active Directory, QMIS).
- Stakeholder Engagement: Act as the primary point of contact for leadership and stakeholders, conducting executive reviews, presenting performance metrics, and aligning service delivery with strategic goals.
- Bachelors degree in Computer Science, Information Technology, Business Administration, or a related field (Masters degree or MBA preferred)
- 15+ years of experience in IT service delivery, with at least 5 years in a leadership role managing ServiceNow or similar enterprise platforms.
- Proven track record of leading teams of 40+ members in managed services, including support, enhancements, and platform maintenance.
- Extensive experience with ServiceNow modules: ITxM (ITSM, ITOM, ITBM), CSM, HRSD, IRM, SecOps, and SPM, in large enterprise environments.
- Demonstrated success in managing complex integrations (e.g., SAP, Active Directory) and ensuring compliance with regulatory standards (e.g., GDPR, AML).
- ServiceNow Certified System Administrator (mandatory).
- At least one of the following ServiceNow certifications (highly preferred):
- Certified Implementation Specialist ITSM
- Certified Implementation Specialist Customer Service Management
- Certified Implementation Specialist Human Resources
- Certified Implementation Specialist Risk and Compliance
- Certified Implementation Specialist Security Operations
- Certified Implementation Specialist Strategic Portfolio Management
- ITIL Expert or higher (preferred).
- Project Management Professional (PMP) or equivalent (preferred).