Service Delivery Center - Manager ServiceNow

Role Overview

Manage end-to-end delivery of ServiceNow-based managed services for a key client as a Service Delivery Center / Platform Manager / Managed Service Delivery Lead (ServiceNow).

Responsibilities

• Lead ServiceNow managed services delivery end-to-end for the client.
• Oversee ServiceNow platform operations and enhancements across core modules:
  • IT Service Management (ITSM)
  • HR Service Delivery (HRSD)
  • Configuration Management Database (CMDB)
• Ensure service quality aligned to the client’s managed services delivery model.
• Serve as the primary client-facing point of contact (client based in Charlotte, NC).
• Manage internal teams responsible for ServiceNow operations and improvements.
• Collaborate closely with the client’s Global Delivery Services (GDS) team in India to enable seamless 24/7 support.
• Drive operational excellence and continuous improvement to improve client satisfaction.

Requirements

• Minimum 5+ years experience as a ServiceNow Platform Owner or ServiceNow Platform Administrator.
• 3+ years proven ServiceNow configuration/administration experience, especially:
  • Platform features
  • ITSM
  • HR Service Delivery (HRSD)
  • CMDB
• Familiarity with additional ServiceNow modules such as ITOM, CSM, SecOps (highly valued).
• Managed services and/or long-term support/outsourcing experience with knowledge of:
  • SLAs and KPIs
  • continuous improvement processes
• ITIL service management knowledge (ITIL certification a plus).
• Leadership experience managing technical teams, including coordination with remote/offshore teams.
• Preference for candidates who can work Eastern Time (ET) business hours.

Location / Work Setup

• Remote role with first week onsite at the client’s office in Charlotte, NC.