ServiceNow Delivery Director (Makati, hybrid)

ServiceNow Delivery Director

Position Summary

The ServiceNow Delivery Director is responsible for leading a team of 40+ professionals in the delivery of managed services across the ServiceNow platform. This role oversees support, enhancement, and optimization of modules including ITSM, ITOM, ITBM, CSM, HRSD, IRM, SecOps, and SPM. The director ensures operational excellence, SLA compliance, and alignment with strategic business goals in a complex enterprise environment.

Key Responsibilities

• Service Delivery Leadership : Oversee the delivery of end-to-end ServiceNow services, ensuring SLA compliance and high client satisfaction.
• Team Management : Lead and develop a high-performing team of consultants, developers, and support engineers.
• Operational Oversight : Manage daily operations including incident / problem management, request fulfillment, and platform monitoring.
• Platform Maintenance : Direct monthly cloning, patching, and bi-annual upgrades with minimal business disruption.
• Stakeholder Engagement : Serve as the primary contact for business leaders, presenting performance metrics and aligning services with business priorities.
• Financial & Resource Management : Manage budgets, allocate resources effectively, and oversee vendor relationships.
• Continuous Improvement : Drive innovation through automation, platform enhancements, and adoption of new ServiceNow capabilities such as GenAI and Predictive Intelligence.
• Risk & Quality Management : Ensure delivery quality, manage risks, maintain documentation, and enforce development standards.
• Training & Enablement : Promote knowledge sharing and ensure ongoing training for both team members and end-users.

Requirements :

Certifications :