Delivery Head

About the RoleWe are seeking an experienced Service Delivery Head – ServiceNow to lead and govern service delivery excellence across multiple client engagements. This role requires a composed, decisive leader who can effectively manage high-pressure situations, guide teams through complex challenges, and maintain strong customer confidence during both stable operations and critical escalations.The role goes beyond operational oversight. While ownership of KPIs, SLAs, and delivery reporting is fundamental, the position demands strong leadership during service disruptions—providing clarity, direction, and structured recovery within ServiceNow-led delivery environments.Key ResponsibilitiesStakeholder Management- Act as the primary interface between ServiceNow delivery teams, engagement teams, and customer stakeholders. - Build and sustain trusted client relationships across enterprise ServiceNow programs and managed services engagements.Incident & Escalation Leadership- Lead major incidents and delivery escalations within ServiceNow implementations and managed services. - Drive stabilisation, manage executive communications, and coordinate cross-functional teams to resolution.KPI & SLA Governance- Own and govern delivery performance metrics aligned to ServiceNow implementations and ongoing support models. - Ensure adherence to SLAs and contractual commitments, supported by structured reporting.Customer & Executive Communication- Prepare and deliver Steering Committee (SteerCo) updates related to ServiceNow program health, risks, and roadmap. - Communicate complex ServiceNow delivery challenges clearly to both technical and business stakeholders.ServiceNow Delivery Oversight- Provide governance and oversight across ServiceNow implementations, enhancements, upgrades, and managed services. - Ensure alignment with ServiceNow best practices, platform standards, and delivery frameworks.Team Leadership & Enablement- Lead and mentor ServiceNow delivery managers, architects, and consulting teams. - Support teams through prioritisation conflicts, escalations, and changing customer demands.Process & Continuous Improvement- Identify recurring delivery issues across ServiceNow engagements and implement sustainable corrective actions. - Embed ServiceNow-aligned delivery standards, governance models, and operational best practices.Budget & Resource Oversight- Manage or contribute to delivery budgets, ServiceNow resource planning, utilisation, and cost optimisation.Multi-Engagement Oversight- Maintain end-to-end visibility across multiple concurrent ServiceNow customers and programs, ensuring consistent delivery excellence.Required Skills & Experience- Extensive experience in ServiceNow service delivery, program delivery, or engagement leadership roles. - Proven track record of recovering challenged ServiceNow implementations or managed services engagements. - Strong understanding of ServiceNow modules (ITSM, ITOM, ITAM, HRSD, CSM, or similar). - Deep knowledge of ServiceNow delivery methodologies, governance models, and platform best practices. - Ability to remain calm, articulate, and decisive under pressure with senior client stakeholders. - Excellent executive-level communication and reporting skills. - Experience managing multiple ServiceNow programs and cross-functional teams simultaneously. - High emotional intelligence and strong stakeholder management capability.

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