Service Delivery Manager / ITSM Project Lead at Trackmind – Hyderabad

Service Delivery Manager / ITSM Project Lead

The ServiceNow Implementation Manager leads end-to-end delivery of ServiceNow solutions and ensures alignment with business objectives, ITIL best practices, and platform governance standards. This role manages project teams, oversees solution design, and drives successful implementation of ServiceNow modules.Key Responsibilities

• Key Responsibilities Lead full lifecycle ServiceNow implementations including planning, design, build, testing, and deployment.
• Manage cross-functional delivery teams and collaborate with stakeholders to capture requirements and define solutions.
• Oversee configuration and integration of ServiceNow modules such as ITSM, ITOM, HRSD, and CSM.
• Apply ITIL best practices in process design and implementation across Incident, Problem, Change, Request, and CMDB.
• Ensure adherence to platform governance, development standards, and change control processes.
• Drive Agile project execution, manage sprints, and monitor delivery against scope, schedule, and budget.
• Provide progress reporting, risk management, and issue resolution to leadership and sponsors.
• Support user adoption, training, documentation, and post-go-live stabilization efforts.

Required Qualifications

• Required Skills & Experience Strong experience managing ServiceNow implementation projects.
• Hands-on understanding of ServiceNow ITSM, ITOM, HRSD, or CSM modules.
• Solid knowledge of ITIL framework and experience implementing ITIL-aligned processes.
• Proven ability to lead teams, manage stakeholders, and coordinate cross-functional work.
• Experience with Agile methodologies and ServiceNow best practices.