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Job Summary : We are looking for an experienced ServiceNow Tower Head to lead and manage the end-to-end delivery of ServiceNow engagements. The ideal candidate will have strong expertise in ServiceNow platform capabilities, ITSM processes, team leadership, stakeholder management, and large-scale delivery governance. This role requires managing ServiceNow implementations, enhancements, support operations, and transformation initiatives while ensuring high-quality service delivery and customer satisfaction. Key Responsibilities : - Lead the ServiceNow delivery tower and manage multiple projects, programs, and support engagements. - Drive end-to-end delivery of ServiceNow solutions, ensuring adherence to timelines, quality standards, and budget commitments. - Collaborate with business stakeholders, customers, and leadership teams to define delivery strategies and roadmaps. - Provide technical and functional leadership across ServiceNow modules and platform capabilities. - Manage and mentor ServiceNow architects, developers, administrators, and support teams. - Establish delivery governance, resource planning, utilization, risk management, and escalation management processes. - Ensure successful implementation and support of ITSM and other ServiceNow modules. - Drive process improvements, automation initiatives, and best practices across ServiceNow engagements. - Oversee UAT, production releases, change management, defect management, and support transitions. - Monitor delivery KPIs, SLAs, customer satisfaction, and service performance metrics. - Work closely with pre-sales and business teams for solutioning, effort estimation, and proposal support. - Ensure compliance with ITIL standards, governance frameworks, and organizational policies. Leadership & Delivery Experience : - Proven experience managing large ServiceNow delivery teams and enterprise-scale engagements. - Experience handling delivery governance, resource planning, budgeting, and customer escalations. - Robust stakeholder management and executive-level communication skills. - Ability to drive strategic initiatives, service transformation programs, and operational excellence. - Experience managing distributed teams across multiple locations. .