Deloitte—Manager | IT Service Management | Mumbai | ServiceNow

Job description

Description: 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.