Service Delivery Manager - Service Now
Service Delivery Manager – Digital Workplace Solutions
Job Summary
The Service Delivery Manager (SDM) is responsible for overseeing the day-to-day delivery and operational management of digital workplace services, ensuring services are delivered in accordance with ITIL-aligned processes, contractual SLAs/XLAs, and operational governance standards.
The role operates within a ServiceNow-driven service management environment, where the SDM ensures effective execution of IT Service Management (ITSM) processes including incident, problem, change, and request management. The role places strong emphasis on process discipline, operational governance, and the adoption of AI-enabled service capabilities to improve service efficiency and user experience.
The Service Delivery Manager leads and manages a large operational delivery team of approximately 40 personnel, driving high standards in service delivery, operational performance, and continuous improvement through automation, ServiceNow workflow optimisation, and AI-assisted service operations.
Key Responsibilities
Service Delivery Management
Manage the delivery of digital workplace services across client’s end user environments, ensuring alignment with SLAs, XLAs and customer expectations. Oversee the daily operations of environments, including asset management, incident management, change control, and problem resolution.
ServiceNow ITSM Operations
Operate within a ServiceNow-based IT Service Management environment, ensuring effective execution of core ITSM processes including:
- Incident Management
- Problem Management
- Change Management
- Request Management
- Knowledge Management
Ensure ServiceNow workflows, ticket management processes, and reporting mechanisms are consistently followed by operational teams.
Monitor incident trends, service request volumes, and operational performance using ServiceNow dashboards and reports.
Drive operational improvements through ServiceNow workflow optimisation, automation initiatives, and knowledge base enhancements.
Incident, Problem & Change Management
Ensure effective execution of incident, problem, and change management processes.
Drive timely resolution of incidents and ensure escalation procedures are followed for major incidents.
Lead root cause analysis activities and coordinate corrective actions to prevent recurring service disruptions.
Ensure change activities are properly governed and executed with minimal operational impact.
Resource and Capacity Management
Oversee resource allocation and capacity planning to ensure optimal service delivery and performance. Ensure resource adjustments are made in response to forecasted demand and workload trends.
Client & Stakeholder Engagement
Act as the primary operational contact point for client stakeholders regarding day-to-day service delivery matters.
Conduct regular service reviews with clients, providing insights into operational health, upcoming changes, and performance metrics. Build and maintain strong relationships with client stakeholders, acting as an advisor and advocating for client needs internally.
Coordinate with internal teams to ensure service adjustments meet evolving client requirements.
Operational Performance & FAR Support
Support the achievement of contractual Fee-At-Risk (FAR) performance objectives by ensuring operational service delivery meets defined service efficiency and automation adoption targets.
Monitor and manage operational performance indicators that contribute to FAR outcomes, including:
- ticket deflection rates
- first contact resolution (FCR)
- mean time to resolution (MTTR)
- service request fulfillment efficiency
Ensure operational teams adopt ServiceNow automation, knowledge management, and AI-assisted service capabilities to improve service efficiency.
Provide operational performance insights and reporting to the Service Delivery Director to support FAR performance governance and service improvement initiatives.
Operational Reporting & Governance
Produce regular operational reports covering:
- SLA and XLA performance
- Incident trends
- Service request volumes
- Operational metrics and service health
Ensure accurate documentation of operational procedures, knowledge articles, and incident records.
Support service governance meetings and operational review forums.
Continuous Service Improvement
Identify opportunities to improve service delivery through process optimisation, automation, and knowledge management improvements.
Support adoption of AI-assisted service capabilities, including ServiceNow Now Assist, predictive intelligence, and digital employee experience (DEX) insights.
Drive operational initiatives that improve service efficiency, resolution speed, and user experience.
Qualifications- Bachelor’s degree in computer science, Information Technology, or a related discipline.
- Minimum 7 years of experience in IT service delivery or managed services environments.
- Experience managing large operational service teams of approximately 30–40 personnel.
- Strong operational experience working within ServiceNow-based ITSM environments
- Experience operating within ITIL-based service management environments, with exposure to automation and AI-assisted service capabilities to improve operational efficiency and service outcomes.
- Experience delivering services within enterprise or public sector environments is advantageous.
- ITIL v4 Foundation (Required)
- ServiceNow certifications are advantageous.
- Strong working knowledge of ServiceNow ITSM platform operations
- Experience with Digital Employee Experience platforms such as:
o Tanium DEX
o Nexthink
o 1E Tachyon- Experience with endpoint and device management tools such as Microsoft Intune.
- Familiarity with monitoring platforms such as Azure Monitor, CloudWatch, or equivalent.
- Experience in cost management, budget tracking.
- Familiarity with AI-assisted service capabilities and automation frameworks such as ServiceNow Now Assist, Agentic AI, and Digital Employee Experience (DEX) platforms to improve service efficiency.
- Strong operational leadership and team management skills
- Strong understanding of ITIL service management processes and operational process governance.
- Excellent stakeholder management and communication skills
- Strong analytical and problem-solving abilities
- Ability to manage service operations in high-volume enterprise environments