ServiceNow Delivery Director - Pune
ESP Global Services is a leading global provider of Aviation IT services. With a presence in 26 countries and operations spanning over 160 airports worldwide, our specialist airport teams work every day to ensure seamless passenger journeys by keeping critical airport IT systems fully operational.
ESP has established a strategic partnership with ServiceNow and is executing a focused strategy to become one of the leading ServiceNow providers in the aviation industry. By combining deep aviation expertise with ServiceNow capabilities, ESP delivers tailored, industry-specific solutions to its customers.
AirportNow, ESP’s dedicated ServiceNow-based solution for airports, offers a plug-and-play ITSM platform fully integrated with key airport technology providers, enabling efficient, standardised, and scalable service management.
Job Description
ServiceNow Project delivery Director is a leader accountable for orchestrating and enabling the successful execution of ServiceNow programs —often spanning multiple projects and geographies. This role is responsible for strategic leadership, team management, resource allocation, program governance, stakeholder engagement, and ensuring the delivery of outcomes through the ServiceNow platform. While the primary focus of the Delivery Director is to demonstrate the capability and leadership, but it requires to engage hands-on when needed—rolling up their sleeves to drive progress, solve problems, and ensure success.
You will play a key role in our relationships with ServiceNow and internal sales teams, to turn opportunities into high-impact, long-term client engagements.
What will you do?
- Defining, maintaining, and simplifying standards for conducting ServiceNow projects and programs in SPOC, including determining mandatory and optional processes, artifacts, and minimum governance requirements, ensuring consistency in the PMO approach across all projects;
- Provide leadership and day-to-day management of the Development team, including resource allocation, project oversight, and ensuring the necessary support for successful delivery.
- Acting as a subject matter and technical leader for developers and Business Analyst, including mentoring, coaching, decision support, and assistance in solving complex projects and customer issues, without acting as a line manager.
- Ensure delivery quality by overseeing reporting standards, project documentation, and case studies, while ensuring that requirements are proportionate to the scale and nature of the engagement.
- Defining the financial control framework for projects and programs (budget, revenue, margin, worked vs. estimated) without assuming P&L responsibility.
- Support pre-sales processes in presenting project management methodologies and defining project components, including the governance model, schedule, scope of responsibility, and approach to risks.
- Cooperating with Sales, Engineering Managers, and other teams in estimation, delivery model, and project risk identification, as well as providing an aggregated picture of the status of the project and program portfolio.
- Occasionally taking over the management of SPOC engagements (projects, body leasing, other forms of cooperation) in situations of organizational gaps, high risk, or the need for stabilization, until the engagement is scaling to allow a designated Program Manager.
What would you bring to ESP?
- 10+ years of experience in IT projects/programs, including in the role of Senior PM/Program Manager/PMO.
- Practical experience in ServiceNow projects.
- Experience in creating and maintaining Delivery standards and working with multiple projects and clients simultaneously.
- Participation in presales (estimates, delivery model, risks) and in stabilizing difficult engagements.
- Experience with project delivery of one or more of the ServiceNow offerings (ITSM, ITOM, ITAM, CSM/CRM, IRM, AI-driven solutions) as business outcomes, not just technology
- ITIL and ServiceNow CSA is must
Preferred Skills:
- Experience working directly with ServiceNow as a partner
- CIS in ITSM, ITOM, IRM will be added advantage
- Certifications: PMP / PRINCE2 / Agile / SAFe (not mandatory; practical experience is more important)
- Experience in a consulting / integration organization, not just “in-house IT”
ESP Global Services is an equal opportunity employer.
