ServiceNow Service Delivery Manager

9 - 12 Years3 OpeningsHyderabadRole description. The ideal candidate will have strong service management and project delivery . While ServiceNow technical knowledge is preferred, it is not mandatory—what's essential is the ability to lead delivery teams, ensure SLAs are met, and maintain high levels of client satisfaction.Key Responsibilities:Client & Stakeholder ManagementAct as the primary point of contact for clients regarding ServiceNow service delivery and support.Build and maintain strong client relationships, ensuring customer expectations are clearly defined and met.Conduct regular service reviews, manage escalations, and resolve issues promptly.Service Delivery OversightLead the planning, execution, and delivery of ServiceNow implementations, enhancements, and support services.Ensure Service Level Agreements (SLAs), KPIs, and performance metrics are consistently achieved.Monitor and manage the quality, timelines, and cost-effectiveness of all ServiceNow deliveries.Team & Resource ManagementManage cross-functional teams including developers, testers, administrators, and business analysts.Coordinate with internal technical leads and delivery managers to assign resources and optimize capa.Foster a collaborative environment, encouraging continuous improvement and accountability.Process & GovernanceDefine and enforce delivery standards, ITIL-based processes, and best practices aligned with organizational goals.Track project and support performance using tools like JIRA, ServiceNow reports, or Excel dashboards.Manage change requests, incident escalations, and problem resolution through structured workflows.Reporting & DocumentationGenerate and present weekly/monthly service delivery reports highlighting SLA adherence, incident trends, service health, and improvement actions.Maintain comprehensive documentation including runbooks, process documentation, and governance templates.Continuous Improvement & InnovationIdentify opportunities for process optimization, automation, or platform enhancements in collaboration with technical teams.Contribute to ServiceNow roadmap discussions and client strategy sessions.Required Skills and .5+ years of .Proven .Strong understanding of ITIL frameworks and service operations.Hands-on .Excellent organizational, leadership, and stakeholder management skills.Preferred Qualifications:Exposure to the ServiceNow platform and its modules (ITSM, CMDB, Incident, Change, Request).Familiarity with Agile and Waterfall delivery models...Certifications (Preferred but not mandatory):o ITIL® v3/v4 Foundation or Intermediateo Project Management (PMP/PRINCE2/Safe Agilist)o ServiceNow Fundamentals / CSA (optional)Soft Skills:Strong communication and negotiation skills.Excellent problem-solving and conflict-resolution abilities.Proactive and strategic thinker with attention to detail.Capable of multi-tasking in a dynamic, deadline-driven environment.SkillsProject Management,Project Delivery,Project Governance,Stakeholder ManagementAbout USTUST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.