Delivery Head (ServiceNow)

Job Title: Global Delivery Leader – ServiceNow
Skills: ServiceNow Delivery Leadership, Field Service Management (FSM), ITSM, ITOM, ITAM, CSM, HRSD, SPM, IRM, GRC, Now Platform, Global Delivery Management, P&L Management, Managed Services, Digital Transformation, Large Deal Delivery, Program Governance, Margin Management, Delivery Excellence, Customer Success, Workforce Planning, CMDB, CSDM, ServiceNow Platform Modernization
Experience: 15+ years
Location: Greater Noida
Role Overview:
Coforge is seeking to appoint a Global Delivery Leader – ServiceNow to lead and scale our global ServiceNow delivery organization across consulting, implementation, transformation, managed services and support engagements. This 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 engagements
The 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 relationships
The 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 outcomes
This 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 engagements
Own delivery performance across complex multi-geography ServiceNow programs with accountability for quality, timelines, commercials, risk and customer outcomes
Own business planning, forecasting, revenue realization, profitability and margin performance across the ServiceNow delivery portfolio
Drive delivery-led growth within existing accounts through superior execution, customer confidence and identification of adjacent ServiceNow opportunities
Improve portfolio economics through utilization, productivity, pyramid optimization, automation, offshore leverage and disciplined commercial governance
Establish robust delivery governance, program assurance, risk management, escalation mechanisms and performance metrics across the portfolio
Build scalable global delivery models spanning consulting, architecture, engineering, implementation, support and managed services
Partner with Sales, Account Management and the ServiceNow Practice on large deals, strategic pursuits, RFPs, estimations, delivery models and transition planning
Own delivery strategy, operating model, transition readiness, effort validation and governance design for complex ServiceNow transformation programs
Assess delivery assumptions, dependencies, capacity, commercials and execution risks before committing to complex programs
Provide leadership oversight across ServiceNow FSM, ITSM, ITOM, ITAM, CSM, HRSD, SPM, IRM, GRC and Now Platform capabilities
Guide complex programs involving platform architecture, integrations, CMDB, CSDM, workflow transformation and platform modernization
Act as the executive escalation point for strategic ServiceNow clients and build trusted relationships with CIOs, CTOs and senior business stakeholders
Drive customer advocacy, references, renewals and long-term strategic relationships through consistent delivery excellence
Own workforce planning, resource utilization, capacity management, hiring, succession planning and leadership development
Build a high-performing global organization of ServiceNow architects, engineers, program leaders and delivery professionals
Drive certification, reskilling and capability development across priority ServiceNow technologies
Promote engineering excellence, automation, reusable assets, accelerators and delivery innovation across the ServiceNow organization
Ideal Candidate Profile:
18+ years of experience in IT Services or technology consulting with significant leadership experience in enterprise platform delivery and digital transformation
Minimum 5+ years in a Delivery Head, Global Delivery Leader or equivalent senior delivery leadership role within a sizeable ServiceNow business
Proven experience leading large global and multi-shore ServiceNow delivery organizations across geographies
Demonstrated ownership of a sizeable P&L, including responsibility for revenue growth, profitability, margins and operational performance
Deep experience across ServiceNow consulting, implementation, transformation and managed services delivery
Strong hands-on leadership experience in ServiceNow Field Service Management (FSM) complemented by broader ServiceNow platform expertise
Strong exposure across FSM, ITSM, ITOM, ITAM, CSM, HRSD, SPM, IRM, GRC and Now Platform
Proven track record of improving utilization, delivery productivity, offshore leverage, portfolio profitability and margin performance
Experience leading strategic customer relationships and driving delivery-led growth within existing ServiceNow accounts
Strong experience supporting large deals, RFPs, estimation, solutioning, commercial reviews and complex delivery transitions
Strong understanding of project, program and portfolio governance across enterprise-scale transformation engagements
Experience leading ServiceNow managed services with focus on service quality, productivity, automation and predictable recurring delivery performance
Strong business and commercial acumen with the ability to balance growth, profitability, customer outcomes and organizational capability
Executive presence with the ability to engage CIOs, CTOs and senior client stakeholders and lead critical governance and escalation discussions
ServiceNow certifications or relevant architecture credentials preferred
PMP, PRINCE2, Agile or equivalent program management certification will be an advantage
Coforge is an equal opportunity employer committed to diversity and inclusion

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