ServiceNow Delivery Director

About the job: ServiceNow Delivery Director (Makati) | Hybrid

Work Schedule: Morning Shift

Work Setup: Hybrid (3x onsite per week) | Makati

Eligibility: Open to local and expat candidates currently residing in the Philippines

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.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field (master's degree or MBA preferred)
• 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).

Certifications:

• ServiceNow Certified System Administrator (mandatory).
• At least one of the following ServiceNow certifications (highly preferred):
• Certified Implementation Specialist ITSM
• Certified Implementation Specialist Customer Service Management
• Certified Implementation Specialist Human Resources
• Certified Implementation Specialist Risk and Compliance
• Certified Implementation Specialist Security Operations
• Certified Implementation Specialist Strategic Portfolio Management
• ITIL Expert or higher (preferred).
• Project Management Professional (PMP) or equivalent (preferred).