ServiceNow Service Delivery Manager

ServiceNow - Service Delivery Manager- Remote or Hybrid | Cary, NC

Nice to meet you!  

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence – and questions into answers.

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you’re looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you’ll find it here.

About the job

The ServiceNow Product and Platform Team is looking for a Service Delivery Manager to lead the successful execution of product and project management initiatives across the ServiceNow platform and products. The Service Delivery Manager involves managing communications, ensuring alignment with business stakeholders, and driving the delivery of solutions through Agile and DevOps practices. The Service Delivery Manager will lead cross-functional teams in an Agile environment, serving as a coach and mentor to promote continuous improvement. This individual will collaborate with various business units to ensure solutions meet organizational needs and align with broader SAS business strategies.

As a  ServiceNow Service Delivery Manager, you will:

• Lead ServiceNow product and project management efforts, ensuring timely delivery and alignment with business objectives.
• Act as the primary liaison between business stakeholders and technical teams, facilitating clear communication and alignment on goals and priorities.
• Oversee and continuously improve Agile and DevOps processes to enhance ServiceNow platform and product delivery speed, quality, and reliability.
• Provide Agile coaching and mentoring to teams, fostering a culture of collaboration, transparency, and continuous improvement.
• Develop and maintain comprehensive project plans, including timelines, resource allocations, risk management, and budget oversight.
• Partner with Business Stakeholders, Architects, and Business Systems Analysts to create and marinate 12-18 rolling product roadmaps.
• Monitor and report on key performance indicators (KPIs) to ensure projects and products meet quality standards and deliver the intended value.
• Drive stakeholder engagement, ensuring business needs are met, and feedback is incorporated into future developments.

Required Qualifications

• Bachelor’s degree in information technology, business management, related fields, or years of related experience.
• 8+ years of service delivery or project management experience.
• 5+ years of experience in product and project management, specifically within ServiceNow (ITSM, ITOM, CSM, SPM, IRM).
• Strong knowledge of Agile methodologies (Scrum, Kanban) and hands-on experience with Agile delivery processes
• Proven experience with DevOps practices, including Continuous Integration and Continuous Delivery (CI/CD).
• Excellent communication and stakeholder management skills, with the ability to present complex technical concepts to non-technical audiences.
• Experience in leading cross-functional teams in a fast-paced, dynamic environment.

Preferred Qualifications

• ServiceNow certifications (e.g., Certified System Administrator, ITSM, or Application Developer).
• Certified Agile Coach (ICP-ACC or similar) or Scrum Master Certification (CSM or PSM).
• Experience with ITIL framework and practices.
• Knowledge of ServiceNow platform capabilities, including ITSM, ITOM, SPM(PPM), and CSM.
• Strong analytical and problem-solving skills with a focus on driving results.

World-class benefits  

Highlights include...

• Comprehensive medical, prescription, dental and vision plans. 
• Medical plan options include…
  • PPO with low annual deductible and copays. 
  • HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center). 
• Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There’s a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge! 
• An industry-leading 401k plan. 
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1. 
• Volunteer Time Off, parental leave and unlimited paid sick days. 
• Generous childcare benefits for all full-time employees 

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Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.

Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.

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