Delivery Director - ServiceNow

About the role

The Delivery Director for ServiceNow is responsible for leading and managing the successful delivery of ServiceNow programs across the enterprise or client portfolio. This role provides strategic direction, oversees delivery teams, and ensures all implementations follow ServiceNow and industry best practices.

Responsibilities

• Manage multi-workstream programs
• Maintain strong executive-level relationships
• Ensure governance and quality standards
• Drive continuous improvement in delivery processes
• Partner with architects, project managers, and business stakeholders to define roadmaps, guide solution design, mitigate risks, and ensure projects are delivered on time, within scope, and on budget
• Resource planning
• Financial oversight
• Support for pre-sales and scoping activities
• Foster a culture of excellence within the ServiceNow practice

Required Skills & Qualifications

• 10+ years of IT project/program delivery experience, with 5+ years leading ServiceNow implementations
• Strong understanding of ServiceNow modules such as ITSM, ITOM, HRSD, CSM, SecOps, or custom app development
• Proven experience managing multi-million-dollar programs and large delivery teams
• Deep knowledge of Agile/Scrum and ITIL frameworks
• Excellent communication, stakeholder management, and executive presentation skills
• Strong financial management, including forecasting, budgeting, and P&L oversight
• Able to lead complex programs with multiple dependencies and integrations
• Experience in consulting or enterprise digital transformation environments preferred
• Relevant certifications a plus: ServiceNow CIS (ITSM, ITOM, HRSD, etc.), ServiceNow CTA/CMA (highly valuable but optional), ITIL v4, PMP, SAFe, or PMI-ACP