Service Delivery Manager (ServiceNow)

TL;DR

Service Delivery Manager (ServiceNow): Leading strategic ServiceNow implementation and migration engagements with an accent on governance, stakeholder management, and SLA compliance. Focus on facilitating SAFe PI Planning, managing cross-functional delivery streams, and driving continuous service improvement in a high-stakes enterprise environment.

Location: Must be based in Manila, Philippines

Company

hirify.global is an independent technology consulting firm with a global presence, providing digital, telecom, life sciences, and engineering solutions to over 1,000 clients.

What you will do

• Act as the single point of contact for the client, building trusted partnerships from technical teams to executive sponsors.
• Design and facilitate governance rituals, including steering committees and operational reviews.
• Lead SAFe PI Planning cycles to synchronize delivery roadmaps across HRSD and ITSM/CSM streams.
• Own SLA reporting, contract compliance, and performance tracking.
• Manage quarterly capacity adjustments in collaboration with technical leads and resourcing teams.
• Champion continuous service improvement by identifying bottlenecks and implementing process optimizations.

Requirements

• 10+ years of experience in IT service delivery, program management, or managed services.
• Demonstrated experience managing large-scale ServiceNow implementation or managed services engagements.
• Deep expertise in SAFe or scaled agile frameworks with hands-on PI Planning facilitation experience.
• Strong command of SLA management, contract governance, and client reporting.
• Certified Scrum Master (CSM), SAFe Agilist, or PMP certification required.
• Executive-level communication and presentation skills in English.

Nice to have

• ITIL v4 Foundation certification.
• ServiceNow Certified System Administrator (CSA).

Culture & Benefits

• International work environment with a team spanning 110+ nationalities.
• Access to internal Academy with over 250 training modules for professional growth.
• Commitment to internal promotion and talent development.
• Regular team-building events and afterwork activities.
• Participation in CSR initiatives through the WeCare Together program.

Hiring process

• Brief virtual or phone conversation to discuss motivations and fit.
• Approximately 3 interviews with line managers and key stakeholders.
• Potential case study, role play, or technical assessment depending on the role.