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About the Role

As a ServiceNow Delivery Manager on the Enterprise Operations as a Service team, you will lead end-to-end delivery for ServiceNow engagements, managing scope, milestones, quality, risks, and outcomes. You will provide direction across the ServiceNow platform, guide solution design, and resolve complex technical challenges. This role involves overseeing implementation, enhancement, and maintenance activities, coordinating incident resolution, managing a team of ServiceNow professionals, establishing delivery governance, and building strong relationships with stakeholders.

Responsibilities

Lead end-to-end delivery for ServiceNow engagements within the Enterprise Operations as a Service offering, managing scope, milestones, quality, risks, and outcomes.
Provide direction across the ServiceNow platform, with hands-on expertise in core platform capabilities and various modules such as ITSM, ITOM/CMDB, and emerging AI solutions; guide solution design and drive resolution of complex technical challenges.
Oversee implementation, enhancement, and ongoing maintenance activities, balancing new delivery with production stability and user support.
Coordinate timely triage and resolution of production incidents and user issues, ensuring the right technical resources are engaged and stakeholders receive clear updates.
Manage and develop a team of ServiceNow professionals, including work allocation, capacity and resource planning, performance, and skills development.
Establish delivery governance, dashboards, KPIs, and status reporting to track progress, productivity, risks, resource needs, and operational health.
Build strong working relationships with US and global delivery counterparts, client stakeholders, and partner teams; communicate status, dependencies, challenges, and decisions proactively.
Support business development efforts and identify opportunities to improve delivery and grow the team’s capabilities, including practical use of ServiceNow AI features as the platform and its capabilities evolve.

Requirements

Ability to work independently and collaborate as part of a team
Effective written and verbal communication skills
Meticulous attention to detail and quality of work product
Ability to build and sustain professional relationships
Ability to lead projects or workstreams
Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
Strong interpersonal skills and professional demeanor
Ability to meet deadlines
Ability to mentor and provide clear guidance to others
Bachelor’s degree and ServiceNow Certified System Administrator (CSA) certification.
8+ years of professional experience in technology delivery, application support, or platform operations, including 5+ years delivering or supporting ServiceNow solutions.
3+ years of experience leading ServiceNow delivery or operations in managed services, platform operations, or application support environments, and 3+ years of people management experience, including coaching or mentoring team members.
Experience configuring or developing ServiceNow platform capabilities, integrations, and solutions, including ServiceNow ITSM, ITOM/CMDB and at least one additional product, such as HRSD, CSM, ITAM, ITBM/SPM, or SecOps.
Experience managing application development, system integration, or platform implementation programs, using Agile practices such as sprint planning, backlog management, and release coordination.
Ability to travel 25%, on average, based on the work you do and the clients and industries/sectors you serve.
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Skills

ServiceNow platform
Core platform capabilities
ITSM
ITOM/CMDB
Emerging AI solutions
Solution design
Technical challenge resolution
Implementation
Enhancement
Ongoing maintenance
Production stability
User support
Incident triage and resolution
Team management
Work allocation
Capacity and resource planning
Performance management
Skills development
Delivery governance
Dashboards
KPIs
Status reporting
Stakeholder relationship management
Business development support
Agile practices
Sprint planning
Backlog management
Release coordination
Automation
Analytics
Artificial intelligence

Location

Atlanta, Georgia, United States
Austin, Texas, United States
Boston, Massachusetts, United States
Charlotte, North Carolina, United States
Chicago, Illinois, United States
Cincinnati, Ohio, United States
Cleveland, Ohio, United States
Columbus, Ohio, United States
Costa Mesa, California, United States
Dallas, Texas, United States
Denver, Colorado, United States
Detroit, Michigan, United States
Houston, Texas, United States
Indianapolis, Indiana, United States
Kansas City, Missouri, United States
Los Angeles, California, United States
McLean, Virginia, United States
Miami, Florida, United States
Milwaukee, Wisconsin, United States
Minneapolis, Minnesota, United States
Morristown, New Jersey, United States
Nashville, Tennessee, United States
New York, New York, United States
Philadelphia, Pennsylvania, United States
Pittsburgh, Pennsylvania, United States
San Diego, California, United States
San Francisco, California, United States
San Jose, California, United States
Seattle, Washington, United States
St. Louis, Missouri, United States
Stamford, Connecticut, United States
Tampa, Florida, United States
Tempe, Arizona, United States

Work Type

Onsite

Experience Level

8+ years of professional experience in technology delivery, application support, or platform operations
5+ years delivering or supporting ServiceNow solutions
3+ years of experience leading ServiceNow delivery or operations in managed services, platform operations, or application support environments
3+ years of people management experience, including coaching or mentoring team members.

Education Level

Bachelor’s degree
ServiceNow Certified System Administrator (CSA) certification
Master’s degree (Preferred)

Salary/Compensations

$134,500 to $265,100

Benefits

Discretionary annual incentive program

About the Company

Deloitte’s Enterprise Operations as a Service (EOaaS) practice helps organizations transform critical business operations through a combination of operational excellence, technology enablement, and managed services.
We support clients across finance and supply chain, as well as SAP, Oracle, and emerging platforms, by applying automation, analytics, and Generative AI to improve performance, increase agility, and unlock long-term value.
Our Enterprise Operations as a Service team helps organizations maximize the value of their ServiceNow investments and modernize critical business operations.
We deliver multi-year managed services across ServiceNow and associated boundary applications, supporting clients through transition, stabilization, steady-state operations, enhancements, and continuous improvement.
By combining ServiceNow expertise, industry and process knowledge, delivery experience, and Deloitte capabilities in automation, analytics, and artificial intelligence, we help clients improve operational performance, increase agility, enhance user experience, and enable ongoing technology modernization.
Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively.
It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges.
Deloitte’s purpose is to make an impact that matters for our people, clients, and communities.
Deloitte’s purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.
From entry-level employees to senior leaders, we believe there’s always room to learn.
We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship.
From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see https://www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
Qualified applicants with criminal histories, including arrest or conviction records, will be considered for employment in accordance with the requirements of applicable state and local laws, including the Los Angeles County Fair Chance Ordinance for Employers, City of Los Angeles’s Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act. See notices of various fair chance hiring and ban-the-box laws where available.
Deloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com.