Service Delivery Manager – ITSM (ServiceNow)

Job Title: Service Delivery Manager – ITSM (ServiceNow)

Location: Onsite

Department: Service Delivery

Reports To: Head of Operations / Delivery Director

Position Overview

The Service Delivery Manager (SDM) will oversee the end-to-end delivery of IT services via the ServiceNow ITSM platform, ensuring that all incidents, service requests, problems, and changes are handled effectively and within defined Service Level Agreements (SLAs).

The SDM will be responsible for resource management, performance tracking, and maintaining operational excellence across the service desk and onsite support teams. This role requires a strong blend of technical ITSM knowledge, leadership capability, and customer management skills.

Key Responsibilities

1. ServiceNow ITSM Platform Management
• Administer and optimize the ServiceNow ITSM environment for incident, request, change, and problem management.
• Drive automation, reporting, and process improvements within ServiceNow.
• Ensure proper categorization, prioritization, and workflow compliance of tickets.
• Maintain system health and ensure alignment with ITIL best practices.

2. SLA & Performance Management
• Monitor and manage SLA performance to maintain 98%+ compliance on all incident and service request tickets.
• Develop real-time dashboards and reports to track SLA adherence, ticket trends, and backlog status.
• Conduct regular service review meetings to analyze KPIs and propose corrective actions.

3. Onsite Resource & Team Management
• Oversee onsite and remote service delivery teams, ensuring efficient allocation of workload.
• Handle resource scheduling, shift planning, and backfill management during absences or increased workloads.
• Mentor and coach team leads and engineers to uphold service quality and technical excellence.

4. Customer & Stakeholder Engagement
• Act as the primary escalation point for clients on service-related matters.
• Conduct regular service review meetings with customers to discuss performance, feedback, and improvement plans.
• Collaborate with internal departments (NOC, Security, Infrastructure) for seamless service delivery.

5. Knowledge & Asset Management
• Oversee Knowledge Base (KB) updates, ensuring that troubleshooting guides, SOPs, and FAQs are current and comprehensive.
• Implement and manage asset lifecycle processes including onboarding, tracking, and decommissioning.
• Ensure accuracy of CMDB (Configuration Management Database) and asset inventories.

6. Continuous Improvement & Governance
• Identify areas for process enhancement and drive continual service improvement (CSI) initiatives.
• Support audits, compliance checks, and governance reviews.
• Implement best practices in ITIL v4 service management processes.

Required Skills & Experience
• Bachelor’s degree in IT, Computer Science, or a related field.
• 5+ years of experience in IT Service Delivery, preferably in a managed services or MSP environment.
• Proven experience managing ServiceNow ITSM or similar platforms (e.g., BMC Remedy, Cherwell).
• Strong understanding of ITIL frameworks and service management processes.
• Demonstrated success in SLA management and customer satisfaction improvement.
• Experience in people management, shift planning, and backfill coordination.
• Excellent communication, analytical, and problem-solving skills.