Delivery Head (ServiceNow)
Coforge · Noida, Uttar Pradesh, India
Tailor my CV for this job — freeThis is a senior leadership role with end-to-end accountability for delivery excellence, revenue realization, margin performance, operational rigor and customer success across a global portfolio of complex, multi-geography ServiceNow engagementsThe role requires a seasoned ServiceNow delivery leader with deep platform expertise, particularly ServiceNow Field Service Management (FSM), strong P&L and commercial ownership, experience leading large global and multi-shore delivery organizations and a proven ability to drive delivery-led growth within strategic client relationshipsThe leader will work at the intersection of technology, delivery and client leadership, partnering closely with ServiceNow Practice, Sales and Account teams while retaining clear ownership of delivery commitments, execution and outcomesThis is more than a delivery leadership role, it is an opportunity to scale a strategic ServiceNow business, strengthen portfolio economics, build world-class delivery capability and shape transformational outcomes for global clients
Key Responsibilities
Lead and scale the global ServiceNow delivery organization across consulting, implementation, transformation, managed services and support engagementsOwn delivery performance across complex multi-geography ServiceNow programs with accountability for quality, timelines, commercials, risk and customer outcomesOwn business planning, forecasting, revenue realization, profitability and margin performance across the ServiceNow delivery portfolioDrive delivery-led growth within existing accounts through superior execution, customer confidence and identification of adjacent ServiceNow opportunitiesImprove portfolio economics through utilization, productivity, pyramid optimization, automation, offshore leverage and disciplined commercial governanceEstablish robust delivery governance, program assurance, risk management, escalation mechanisms and performance metrics across the portfolioBuild scalable global delivery models spanning consulting, architecture, engineering, implementation, support and managed servicesPartner with Sales, Account Management and the ServiceNow Practice on large deals, strategic pursuits, RFPs, estimations, delivery models and transition planningOwn delivery strategy, operating model, transition readiness, effort validation and governance design for complex ServiceNow transformation programsAssess delivery assumptions, dependencies, capacity, commercials and execution risks before committing to complex programsProvide leadership oversight across ServiceNow FSM, ITSM, ITOM, ITAM, CSM, HRSD, SPM, IRM, GRC and Now Platform capabilitiesGuide complex programs involving platform architecture, integrations, CMDB, CSDM, workflow transformation and platform modernizationAct as the executive escalation point for strategic ServiceNow clients and build trusted relationships with CIOs, CTOs and senior business stakeholdersDrive customer advocacy, references, renewals and long-term strategic relationships through consistent delivery excellenceOwn workforce planning, resource utilization, capacity management, hiring, succession planning and leadership developmentBuild a high-performing global organization of ServiceNow architects, engineers, program leaders and delivery professionalsDrive certification, reskilling and capability development across priority ServiceNow technologiesPromote engineering excellence, automation, reusable assets, accelerators and delivery innovation across the ServiceNow organizationIdeal Candidate Profile:18+ years of experience in IT Services or technology consulting with significant leadership experience in enterprise platform delivery and digital transformationMinimum 5+ years in a Delivery Head, Global Delivery Leader or equivalent senior delivery leadership role within a sizeable ServiceNow businessProven experience leading large global and multi-shore ServiceNow delivery organizations across geographiesDemonstrated ownership of a sizeable P&L, including responsibility for revenue growth, profitability, margins and operational performanceDeep experience across ServiceNow consulting, implementation, transformation and managed services deliveryStrong hands-on leadership experience in ServiceNow Field Service Management (FSM) complemented by broader ServiceNow platform expertiseStrong exposure across FSM, ITSM, ITOM, ITAM, CSM, HRSD, SPM, IRM, GRC and Now PlatformProven track record of improving utilization, delivery productivity, offshore leverage, portfolio profitability and margin performanceExperience leading strategic customer relationships and driving delivery-led growth within existing ServiceNow accountsStrong experience supporting large deals, RFPs, estimation, solutioning, commercial reviews and complex delivery transitionsStrong understanding of project, program and portfolio governance across enterprise-scale transformation engagementsExperience leading ServiceNow managed services with focus on service quality, productivity, automation and predictable recurring delivery performanceStrong business and commercial acumen with the ability to balance growth, profitability, customer outcomes and organizational capabilityExecutive presence with the ability to engage CIOs, CTOs and senior client stakeholders and lead critical governance and escalation discussionsServiceNow certifications or relevant architecture credentials preferredPMP, PRINCE2, Agile or equivalent program management certification will be an advantageCoforge is an equal opportunity employer committed to diversity and inclusion