Job Title:  Manager | IT Service Management | Mumbai | ServiceNow

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.
• 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.