ServiceNow Service Delivery Manager

Join Bounteous x Accolite – Shaping the Future of Ambitious Brands

At Bounteous x Accolite, we accelerate growth for the world’s most ambitious brands through advanced digital engineering, data-driven solutions, and innovative experiences. Our expertise spans Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing, guided by Co-Innovation – our proven collaborative methodology.

With over 5,000 employees across North America, APAC, and EMEA, and partnerships with leading technology providers, we create exceptional business impact, helping our clients succeed.

Job Title: ServiceNow Service Delivery Manager

Location: Onsite in Phoenix

Type: Full Time

We view hiring as an opportunity to enhance our collaborative dynamics, add value to our teams, and grow alongside like-minded individuals. At Bounteous, we ideate, innovate, and implement award-winning solutions that drive best-in-class results for some of the world’s biggest brands.

We are currently seeking a ServiceNow Service Delivery Manager to join our fast-growing Managed Services Delivery team. In this role, you will partner with clients, lead managed service initiatives, and drive continuous improvement in ServiceNow ITSM practices.

Responsibilities

Serve as the primary liaison between customers and technical service delivery teams.

Build and manage customer relationships to achieve the highest level of satisfaction.

Act as the single point of contact for escalations and customer satisfaction issues.

Represent all managed service offerings to clients and ensure seamless communication.

Lead Quarterly Business Reviews (QBRs) for assigned customers, including performance reviews and documentation preparation.

Oversee client-specific projects and deliverables.

Drive Root Cause Analysis (RCA) efforts and communicate resolutions for service failures.

Present monthly Service Level Agreement (SLA) reports and performance reviews.

Champion ITIL-aligned workflows, processes, and inter-team communication for exceptional service delivery.

Collaborate on establishing SLAs and KPIs to ensure consistent client satisfaction.

Support account management efforts by providing tools and documentation for Managed Services clients.

Manage customer expectations, service reviews, and incident escalations.

Attend P1 bridge calls and provide major incident management when required.

Required Skills and Qualifications

Education: Bachelor’s degree in a relevant field or equivalent work experience.

Experience:

8+ years of client management experience within a Managed Services organization.

5+ years of Managed Services/ITSM experience, with progressively increasing responsibilities.

Hands-on experience with ServiceNow in ITSM, ITAM, CMDB, Procurement, Request Management, and Workflows.

Proven track record in managing ServiceNow teams for both KTLO and enhancement delivery.

Strong familiarity with onshore/offshore delivery models.

Certifications:

ITIL v3/4 Foundation certification is mandatory.

CSM and PMP certifications are a plus.

Technical Skills:

Proficiency in Confluence, Jira, and digital technologies.

Strong understanding of synthetic monitoring, patch management, Infrastructure as Code, and automation tools.

Excellent written and verbal communication skills.

Proven ability to handle technical and business discussions effectively.

Strong conflict resolution skills and a customer-centric mindset.

Why Join Us?

At Bounteous x Accolite, we foster an inclusive and equitable workplace. We value diverse perspectives and encourage underrepresented groups to apply, even if they don’t meet 100% of the criteria.

We offer opportunities to engage in Team Member Networks (ERGs), celebrating communities such as caregivers, 2SLGBTQIA+, wellbeing advocates, and more. Additionally, we provide visa sponsorship for eligible candidates.

Ready to innovate and grow with us?

Bounteous x Accolite is proud to be an equal opportunity employer. We do not discriminate based on race, religion, gender identity, sexual orientation, age, disability, or any other legally protected status.