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Open nowFirst seen 4 days ago

KDN ServiceNow Delivery Director

Cobden & Carter International1,048 open roles

Where
Makati, Metro Manila, Philippines
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Your applicationOpen nowKDN ServiceNow Delivery DirectorCobden & Carter International · Makati, Metro Manila, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Cobden & Carter International's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. Cobden & Carter International postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: first seen 4 days ago

Cobden & Carter International median: 1 days open

The posting

About the Role:

Our client is a provider of Audit, Tax, and Advisory services.

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.

· Financial and Resource Management: Manage budgets, resource allocation, and vendor relationships, optimizing costs while ensuring adequate staffing for support and enhancement projects.

· Continuous Improvement: Drive adoption of ServiceNow advancements (e.g., Now Assist GenAI, Predictive Intelligence) and implement best practices to enhance service quality, automation, and client experience.

· Risk and Quality Assurance: Identify and mitigate delivery risks, ensure quality control through code reviews and testing, and maintain comprehensive documentation for all managed services activities.

· Training and Knowledge Transfer: Ensure ongoing training for team members and end-users, promoting adoption and proficiency in ServiceNow modules.

Requirements

· 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).

· Deep understanding of ServiceNow architecture and modules (ITxM, CSM, HRSD, IRM, SecOps, SPM), including configuration, scripting (JavaScript, Glide API), and automation (Flow Designer, Workflow Editor).

· Expertise in managing integrations using REST, SOAP, and ServiceNow IntegrationHub.

· Knowledge of security and compliance features (e.g., encryption, SSO, audit trails) in ServiceNow deployments.

· Familiarity with AI-driven features (e.g., Now Assist, Predictive Intelligence) for operational insights and automation.

· Strong understanding of ITIL processes (e.g., Incident, Problem, Change, Service Request Management) and their application in ServiceNow.

Certifications

· ServiceNow Certified System Administrator (mandatory).

· At least one of the following ServiceNow certifications (highly preferred):

o Certified Implementation Specialist ITSM

o Certified Implementation Specialist Customer Service Management

o Certified Implementation Specialist Human Resources

o Certified Implementation Specialist Risk and Compliance

o Certified Implementation Specialist Security Operations

o Certified Implementation Specialist Strategic Portfolio Management

· ITIL Expert or higher (preferred).

· Project Management Professional (PMP) or equivalent (preferred).

Work Setup:

Shift: Morning shift

Setup: Hybrid

Location: Makati, PH

By Applying, you give consent to collect, store, and/or process personal and/or sensitive information for the purpose of recruitment and employment may it be internal to Cobden & Carter International and/or to its clients.

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