Quick overview
SeniorityMid Senior
Employment typeFull Time
Work modeHybrid
LocationBengaluru, India
SAFeStakeholder ManagementCADCSATComplianceContinuous ImprovementNPSPMPPrince2ServiceNowSuccession PlanningAgileITIL
Job description
Join us at Input Zero Technologies!
Know our company
Input Zero Technologies: Your Boutique Solution for Enterprise Service Management
At Input Zero Technologies, we specialize in Enterprise Service Management functions, with a particular focus on ServiceNow, BMC Product Suite, and RPA. What sets us apart is our large enterprise C-level CXO exposure, which differentiates us from the rest of the pack in this segment.
Life at IZT
Where growth knows no bounds!
Join the IZT community of rockstar professionals and unleash your potential in a dynamic work environment that prioritizes growth, teamwork, and inventive thinking. We're all in this together, and we believe every team member is a crucial piece of our puzzle. Our mission? To create a workplace that fuels your progress and creativity. So, let's roll out the red carpet and welcome you to the IZT family!
Day in the Life of a ServiceNow Delivery Head at IZT
- Own end-to-end delivery across multiple ServiceNow programs and strategic accounts, ensuring alignment with business objectives and contractual commitments.
- Review overall delivery health, key milestones, SLAs, risks, and dependencies across accounts and geographies.
- Act as the primary escalation point for complex delivery, customer, or operational challenges and drive timely resolutions.
- Engage with CXO-level client stakeholders to review progress, value realization, and future roadmap opportunities.
- Collaborate closely with Sales and Presales teams to support ongoing deals, solution shaping, estimations, and RFP/RFI responses.
- Provide strategic guidance to Program Managers, Architects, and Account Leads to ensure consistent delivery standards and best practices.
- Drive account growth initiatives, including renewals, upsell, cross-sell, and expansion opportunities.
- Review financial performance including revenue, margins, utilization, forecasts, and cost optimization.
- Strengthen delivery governance by tracking KPIs, CSAT, NPS, and continuous improvement actions.
- Lead people and talent initiatives, including mentoring senior leaders, performance reviews, succession planning, and capability building.
- Oversee the evolution of ServiceNow offerings, accelerators, and CoE capabilities aligned with market demand.
- Ensure compliance with ServiceNow best practices, security standards, and internal quality frameworks.
- Partner with internal stakeholders such as PMO, HR, Finance, and Leadership to enable scalable and sustainable delivery.
- Drive innovation through automation, AI, and platform optimization to improve delivery efficiency and customer outcomes.
- Represent Input Zero Technologies as a trusted delivery leader and advisor across customers, partners, and internal forums.
To excel in this role, you should possess the following:
- 10+ years of overall IT experience with 10+ years in ServiceNow delivery leadership roles.
- Strong hands-on foundation in ServiceNow development and architecture earlier in the career.
- Extensive experience delivering large-scale, enterprise ServiceNow transformations.
- Proven ability to manage multiple ServiceNow programs and strategic accounts concurrently.
- Experience leading large, cross-functional delivery teams (100–200+ resources) across onshore, offshore, and nearshore models.
- Deep functional expertise across ITSM, ITOM, CSM, FSM, HRSD, GRC, and SecOps modules, with a strong understanding of CMDB design, Discovery, Service Mapping, Event Management, and ServiceNow integrations.
- Experience working in multi-vendor and complex client ecosystems.
- Ability to define and implement delivery governance frameworks, KPIs, SLAs, and escalation models.
- Hands-on involvement in presales activities, including RFP/RFI responses, solution design, effort estimation, and commercials.
- Strong CXO-level stakeholder management and executive communication skills.
- Proven experience handling critical escalations and turnaround situations.
- Familiarity with Agile, SAFe, ITIL, DevOps, and hybrid delivery models.
- Exposure to global delivery and international clients across multiple industries.
- ServiceNow certifications such as CSA (mandatory); CIS, CAD, or CTA preferred.
- Project and service management certifications such as ITIL, PMP, or PRINCE2 are good to have.
- Eligibility to work in India.