Service Delivery Manager- ServiceNow

Date: 7 Oct 2025

Location:

Sydney, NSW, AU Brisbane, QLD, AU

Department: Technology & Transformation

Description:

Job Requisition ID: 39497

Service Delivery Manager – ServiceNow

Flexible work arrangements – work in a way that suits you best

Mentoring programs – receive support and coaching to progress your career

Recognition culture to celebrate milestones and discounts at hundreds of retailers

About the Role

Are you passionate about delivering exceptional IT Service Management outcomes while leading cross-functional teams and engaging directly with clients? We're seeking a Service Delivery Manager with experience in ServiceNow in a Managed Service Provider environment to oversee the delivery of ongoing support and enhancement services for our enterprise and government clients.

What will your typical day look like?

You will be responsible for day-to-day management of ServiceNow support operations across client accounts, working closely with technical teams, business stakeholders, and leadership to ensure seamless governance, operational management, and continuous improvement. This is a client-facing role requiring strong communication, influence, and service management skills rather than deep hands-on development expertise.

Key responsibilities are

Manage Day-to-Day Operations of ServiceNow AMS (Application Management Services) across multiple client accounts.

Act as the primary point of contact for client communication, service reviews, escalations, and governance.

Oversee ticket queues, and ensure appropriate ticket prioritisation based on SLAs and capacity.

Lead Agile process ceremonies and provide regular progress updates, risk logs, and client reporting.

Apply ITIL best practices to manage incidents, service requests, changes, and problems.

Drive proactive service management by identifying improvement opportunities, reducing ticket volumes, and enhancing end-user satisfaction.

Collaborate with cross-functional teams including developers, Business Analysts, testers, and product owners.

Participate in governance forums, produce operational metrics, and maintain compliance with contractual obligations.

Ensure that ITIL, Agile and DevOps principles are embedded within the team's delivery approach.

Manage client expectations and foster a high-performing team environment within a Managed Services / MSP context.

Leading and supporting teams throughout the sales cycle for new opportunities and current account growth

What We're Looking For

Demonstrated experience as a Service Delivery Manager preferably inServiceNow AMS or ongoing platform support and operations (doesn't need to be hands-on technical).

Exceptional communication, stakeholder engagement, and customer service management skills.

Proven ability to manage ticket triage, prioritisation, and resolution cycles effectively.

Experience managing multiple client accounts or service lines simultaneously.

ITIL Foundation (v4) certification is highly desirable; practical application of ITIL principles in real-world support environments.

Experience in Agile environments, preferably with exposure to Scrum or Kanban frameworks.

Background or familiarity with DevOps ways of working is an advantage.

Experience delivering services to or working within a government organisation is highly desirable.

Prior experience in a Managed Services Provider (MSP) environmentis highly regarded.

Ability to generate service reports, dashboards, and KPIs for governance and compliance reviews.

Highly Desirable:

Exposure to ServiceNow modules such as ITSM, CSM, or ITOM from a delivery oversight or functional perspective.

Familiarity with ServiceNow licensing, performance monitoring, and service improvement plans.

Experience coordinating offshore delivery teams.

Why Deloitte?

At Deloitte, we focus our energy on interesting and impactful work. We're always learning, innovating, and setting the standard; making a positive difference to our clients and our society. We put coaching at the heart of what we do, helping our people grow their careers in any direction – whether it be up, moving into something new, or even moving across the world.

We embrace diversity, equity, and inclusion. We have a diverse collection of people from different backgrounds, with different experiences, gender identities, abilities and thinking styles. What binds us together is a shared commitment to value everyone's perspective and to cultivate inclusion; so that our work environment is a safe space we can all belong.

We prioritise flexibility and choice. At Deloitte, you get trust on Day 1. We know our people get their best work done when they're in control of where and how they work, designing their work week around their client, team, and personal commitments.

We help you live and work well. To support your personal and professional life, we offer a range of perks and benefits, including retail discounts, wellbeing leave, paid volunteering days, twelve flexible working options, market-leading parental leave and return to work support package.