ServiceNow Delivery Director

Director-KDNI

Job Description: 

We are seeking a highly experienced ServiceNow Delivery Director to manage our ServiceNow Practice operations in KPMG Delivery Network-India delivery center. This role oversees end‑to‑end delivery of ServiceNow projects, ensures high-quality client outcomes, and drives capability development in alignment with KDN’s global priorities. 

Roles and responsibilities 

Lead and govern ServiceNow project delivery for the KPMG global member firms

Ensure projects meet scope, timelines, budgets, and quality standards.

Track project performance, risks, and dependencies, implementing mitigation plans proactively.

Strengthen and standardize global delivery methodologies for ServiceNow engagements.

Manage large, multidisciplinary ServiceNow teams, including developers, architects, consultants, and support engineers.

Build a collaborative, high-performing team culture.

Mentor, coach, and grow ServiceNow talent across India locations.

Drive knowledge sharing, certification uplift, and competency development.

Act as the primary interface for member firms and client teams on offshore delivery.

Maintain strong communication, ensuring alignment on expectations and delivery outcomes.

Address concerns promptly and ensure seamless coordination between global and offshore teams.

Implement operational policies, delivery standards, and governance models aligned to ServiceNow best practices.

Ensure effective resource allocation, forecasting, and utilization.

Strengthen KDN-India’s ServiceNow capability, including emerging areas like: IRM, ITOM, ITAM, HRSD, CSM, SPM, Security Operations, ServiceNow Creator workflows (App Engine, Automation Engine, etc.) 

Identify opportunities to expand offerings, adopt accelerators, and drive ServiceNow platform innovation. 

Stay current with the ServiceNow platform, new modules, industry releases, and ecosystem innovations. 

Serve as the primary point of contact for the Member Firms regarding offshore delivery operations.

Ensure clear communication and strong relationships with Member Firms, addressing any concerns or issues promptly.

Collaborate with stakeholders to understand their needs and ensure alignment with delivery strategies and outcomes.

• Bachelor's degree in Computer Science, Information Technology, Business, or related field.

• Preferred: Master’s degree (MBA/CA/CMA) or relevant ServiceNow certifications (e.g., CSA, CAD, CIS, etc.). 

Experience Level

Executive Level