Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A Great Place To Work Certified company, Prodapt employs over 6,000 technology and domain experts in 30+ countries. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.
A ServiceNow Delivery Manager oversees the successful execution of ServiceNow solutions, ensuring projects are delivered on time, within scope, and aligned with client business outcomes. This role bridges the gap between technical teams (developers, architects) and business stakeholders, focusing on project governance, resource management, and client satisfaction.
Core Responsibilities
- Project Governance & Execution: Lead end-to-end ServiceNow implementations, managing project plans, budgets, timelines, and deliverables.
- Stakeholder Management: Act as the primary point of contact for clients and internal leadership, providing status updates and managing expectations.
- Team Leadership: Manage and mentor cross-functional teams, including developers, architects, and business analysts, ensuring a collaborative and high-performance culture.
- Risk & Issue Management: Proactively identify, track, and mitigate project risks and dependencies, acting as an escalation point for resolution.
- Process Improvement: Drive the enhancement of delivery methodologies, service offerings, and best practices based on client feedback and industry trends.
- Resource & Financial Oversight: Manage team capacity, resource allocation, and project financials to ensure utilization targets and budget goals are met.
- Service Delivery (Managed Services): Monitor service performance against SLAs, lead Quarterly Business Reviews (QBRs), and manage major incidents.
Required Skills & Qualifications
- Experience: Typically 12 15 years of overall IT experience, with 5+ years specifically in leading large-scale ServiceNow deliveries or implementations.
- Technical Knowledge: Strong understanding of ServiceNow modules (ITSM, ITOM, CMDB, etc.) and ITIL frameworks.
- Certifications:
- ServiceNow: Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) are often mandatory or preferred.
- Management: ITIL Foundation (often mandatory), PMP, or Scrum Master (CSM).
- Education: Bachelor s degree in Computer Science, Information Technology, Business, or a related field.
- Soft Skills: Exceptional communication, negotiation, and conflict-resolution skills for navigating complex stakeholder environments.
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