About the job: ServiceNow Delivery Director (Makati) | Hybrid\n\nWork Schedule: Morning Shift\n\nWork Setup: Hybrid (3x onsite per week) | Makati\n\nEligibility: Open to local and expat candidates currently residing in the Philippines\n\nResponsibilities:\n\n* Service Delivery Leadership: Oversee the delivery of ServiceNow managed services, ensuring timely resolution of incidents, service requests, and change requests while maintaining SLAs\n* 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.\n* 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.\n* 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).\n* 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.\n\n##### Qualifications:\n\n* Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field (master's degree or MBA preferred)\n* 15+ years of experience in IT service delivery, with at least 5 years in a leadership role managing ServiceNow or similar enterprise platforms.\n* Proven track record of leading teams of 40+ members in managed services, including support, enhancements, and platform maintenance.\n* Extensive experience with ServiceNow modules: ITxM (ITSM, ITOM, ITBM), CSM, HRSD, IRM, SecOps, and SPM in large enterprise environments.\n* Demonstrated success in managing complex integrations (e.g., SAP, Active Directory) and ensuring compliance with regulatory standards (e.g., GDPR, AML).\n\n##### Certifications:\n\n* ServiceNow Certified System Administrator (mandatory).\n* At least one of the following ServiceNow certifications (highly preferred):\n* Certified Implementation Specialist ITSM\n* Certified Implementation Specialist Customer Service Management\n* Certified Implementation Specialist Human Resources\n* Certified Implementation Specialist Risk and Compliance\n* Certified Implementation Specialist Security Operations\n* Certified Implementation Specialist Strategic Portfolio Management\n* ITIL Expert or higher (preferred).\n* Project Management Professional (PMP) or equivalent (preferred).