ServiceNow Delivery Director (Makati) | Hybrid

About the position

About the job: ServiceNow Delivery Director (Makati) | Hybrid Work Schedule: Morning Shift Work Setup: Hybrid (3x onsite per week) | Makati Eligibility: Open to local and expat candidates currently residing in the Philippines Responsibilities: Service Delivery Leadership : Oversee the delivery of ServiceNow managed services, ensuring timely resolution of incidents, service requests, and change requests while maintaining SLAs Team Management : Lead, mentor, and manage a team of 40+ professionals, including ServiceNow consultants, developers, administrators, and support engineers, fostering a high-performance culture and ensuring skill development. Operational Oversight : Manage daily operations, including incident and problem management, service request fulfillment, knowledge base maintenance, and performance monitoring, ensuring operational efficiency and client satisfaction. Platform Maintenance and Upgrades : Direct monthly cloning activities, patch management, and bi-annual ServiceNow platform upgrades, ensuring minimal disruption and compatibility with integrations (e.g., SAP, Active Directory, QMIS). Stakeholder Engagement : Act as the primary point of contact for leadership and stakeholders, conducting executive reviews, presenting performance metrics, and aligning service delivery with strategic goals. Qualifications: Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field (master's degree or MBA preferred) 15+ years of experience in IT service delivery, with at least 5 years in a leadership role managing ServiceNow or similar enterprise platforms. Proven track record of leading teams of 40+ members in managed services, including support, enhancements, and platform maintenance. Extensive experience with ServiceNow modules: ITxM (ITSM, ITOM, ITBM), CSM, HRSD, IRM, SecOps, and SPM, in large enterprise environments. Demonstrated success in managing complex integrations (e.g., SAP, Active Directory) and ensuring compliance with regulatory standards (e.g., GDPR, AML). Certifications: ServiceNow Certified System Administrator (mandatory). At least one of the following ServiceNow certifications (highly preferred): Certified Implementation Specialist ITSM Certified Implementation Specialist Customer Service Management Certified Implementation Specialist Human Resources Certified Implementation Specialist Risk and Compliance Certified Implementation Specialist Security Operations Certified Implementation Specialist Strategic Portfolio Management ITIL Expert or higher (preferred). Project Management Professional (PMP) or equivalent (preferred).

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