Establish, govern, and continuously improve delivery processes, quality frameworks, and operational excellence across ServiceNow and consulting engagements
Job Summary
Establish, govern, and continuously improve delivery processes, quality frameworks, and operational excellence across ServiceNow and consulting engagements.
Design and lead Quality Management Systems (QMS), define KPIs, SLAs, CSAT metrics, and conduct delivery audits.
Build and mentor Process and Quality teams, driving training initiatives and fostering a culture of accountability and continuous improvement.
Matching Summary
Establish, govern, and continuously improve delivery processes, quality frameworks, and operational excellence across ServiceNow and consulting engagements.
Skills & Requirements
Must-have
ServiceNow implementations
IT Consulting leadership
Process governance and standardization
Quality Management Systems (QMS)
ServiceNow delivery excellence
Nice-to-have
AI-first Elite ServiceNow Partner
Client stakeholder partnerships
Culture of accountability and continuous improvement
Key Requirements
12-18+ years of experience in IT Services/Consulting
5+ years in leadership roles
Strong hands-on experience in ServiceNow implementation programs
Experience with quality frameworks such as ISO, CMMI (preferred)
ServiceNow Certifications (CSA, CIS, CAD or equivalent)
ITIL Certification
Lean Six Sigma / Quality Certification (preferred)