KDN ServiceNow Delivery Director

About the Role:

Our client is a provider of Audit, Tax, and Advisory services.

Responsibilities

· Service Delivery Leadership: Oversee the delivery of ServiceNow managed services, ensuring timely resolution of incidents, service requests, and change requests while maintaining SLAs

· Team Management: Lead, mentor, and manage a team of 40+ professionals, including ServiceNow consultants, developers, administrators, and support engineers, fostering a high-performance culture and ensuring skill development.

· Operational Oversight: Manage daily operations, including incident and problem management, service request fulfillment, knowledge base maintenance, and performance monitoring, ensuring operational efficiency and client satisfaction.

· Platform Maintenance and Upgrades: Direct monthly cloning activities, patch management, and bi-annual ServiceNow platform upgrades, ensuring minimal disruption and compatibility with integrations (e.g., SAP, Active Directory, QMIS).

· Stakeholder Engagement: Act as the primary point of contact for leadership and stakeholders, conducting executive reviews, presenting performance metrics, and aligning service delivery with strategic goals.

· Financial and Resource Management: Manage budgets, resource allocation, and vendor relationships, optimizing costs while ensuring adequate staffing for support and enhancement projects.

· Continuous Improvement: Drive adoption of ServiceNow advancements (e.g., Now Assist GenAI, Predictive Intelligence) and implement best practices to enhance service quality, automation, and client experience.

· Risk and Quality Assurance: Identify and mitigate delivery risks, ensure quality control through code reviews and testing, and maintain comprehensive documentation for all managed services activities.

· Training and Knowledge Transfer: Ensure ongoing training for team members and end-users, promoting adoption and proficiency in ServiceNow modules.

Requirements

· 15+ years of experience in IT service delivery, with at least 5 years in a leadership role managing ServiceNow or similar enterprise platforms.

· Proven track record of leading teams of 40+ members in managed services, including support, enhancements, and platform maintenance.

· Extensive experience with ServiceNow modules: ITxM (ITSM, ITOM, ITBM), CSM, HRSD, IRM, SecOps, and SPM, in large enterprise environments.

· Demonstrated success in managing complex integrations (e.g., SAP, Active Directory) and ensuring compliance with regulatory standards (e.g., GDPR, AML).

· Deep understanding of ServiceNow architecture and modules (ITxM, CSM, HRSD, IRM, SecOps, SPM), including configuration, scripting (JavaScript, Glide API), and automation (Flow Designer, Workflow Editor).

· Expertise in managing integrations using REST, SOAP, and ServiceNow IntegrationHub.

· Knowledge of security and compliance features (e.g., encryption, SSO, audit trails) in ServiceNow deployments.

· Familiarity with AI-driven features (e.g., Now Assist, Predictive Intelligence) for operational insights and automation.

· Strong understanding of ITIL processes (e.g., Incident, Problem, Change, Service Request Management) and their application in ServiceNow.

Certifications

· ServiceNow Certified System Administrator (mandatory).

· At least one of the following ServiceNow certifications (highly preferred):

o Certified Implementation Specialist ITSM

o Certified Implementation Specialist Customer Service Management

o Certified Implementation Specialist Human Resources

o Certified Implementation Specialist Risk and Compliance

o Certified Implementation Specialist Security Operations

o Certified Implementation Specialist Strategic Portfolio Management

· ITIL Expert or higher (preferred).

· Project Management Professional (PMP) or equivalent (preferred).

Work Setup:

Shift: Morning shift

Setup: Hybrid

Location: Makati, PH

By Applying, you give consent to collect, store, and/or process personal and/or sensitive information for the purpose of recruitment and employment may it be internal to Cobden & Carter International and/or to its clients.