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Manager | IT Service Management | Mumbai | ServiceNow
senior · Operations
Service Delivery Manager – ServiceNow Managed Services
Location: Mumbai
Experience: 6–8 Years
Role Summary
We are seeking a Service Delivery Manager to lead the operations and support management of a ServiceNow platform for a large enterprise client. The role requires ownership of service delivery, production support governance, major incident management, client communication, support team coordination, and change/release oversight. The ideal candidate should be comfortable managing high-pressure situations, particularly during critical production incidents, while maintaining strong client relationships.
Key Responsibilities
- Own end-to-end service delivery and operational performance for the ServiceNow platform.
- Lead management of production incidents, service outages, and critical client escalations.
- Act as the primary point of contact during Major Incidents (P1/P2), coordinating technical teams and managing executive-level client communications.
- Drive Root Cause Analysis (RCA) reviews and ensure closure of corrective actions.
- Track and govern production changes, releases, and deployments to minimize operational risks.
- Manage support team rosters, on-call schedules, resource planning, and shift coverage.
- Monitor SLA/KPI performance and drive continuous service improvements.
- Conduct operational governance meetings and present service performance reports to client stakeholders.
- Collaborate with development, infrastructure, and business teams to ensure service stability and delivery excellence.
- Build strong client relationships and proactively manage stakeholder expectations.
Required Experience & Skills
- 6–8 years of IT experience with at least 3 years in Service Delivery, Application Support, or Managed Services.
- Experience supporting ServiceNow or enterprise ITSM platforms.
- Education - UG and Above
- Strong understanding of Incident, Problem, Change, and Release Management processes.
- Proven experience managing Major Incidents and client escalations.
- Experience managing support teams, rosters, and operational governance.
- Strong stakeholder management, communication, and presentation skills.
- Ability to perform effectively in high-pressure, business-critical situations.
- Working knowledge of ITIL processes and service management best practices.
Preferred Qualifications
- ITIL Certification.
- ServiceNow certification preferred.
- Experience working in Managed Services / AMS environments.
- Experience supporting BFSI, Insurance, or other regulated industry clients is desirable.