The Delivery Manager holds executive accountability for the quality, commercial performance, and operational efficiency of all ServiceNow delivery across the BU. Overseeing a portfolio spanning project-based implementations, Managed Services, Customer Outcomes delivery and Staff Augmentation, this role is the single point of accountability for delivery margin, client satisfaction, and delivery capability maturity. The Delivery Manager leads the Consulting Manager community - PMO, Architecture, BA/BPC, Solution Engineering, and ITOM - and translates the BU's strategic objectives into an operational delivery model capable of scaling to meet the firm's revenue and growth targets for Growing Markets across DACH and UK&I.
KEY ACCOUNTABILITIES
- Hold P&L accountability for the delivery function - owning gross margin performance, cost of delivery, and the operational levers (utilization, rate realization, nearshore/offshore mix) that drive profitability.
- Lead and develop the Consulting Manager team - setting clear performance expectations, conducting regular reviews, and building a bench of delivery leaders capable of growing up with the business.
- Own the Managed Service operating model - ensuring the three-tier delivery architecture (India L1, Bulgaria L2/L3, UK Service Management) operates at design, meets SLA, and is commercially self-sustaining.
- Drive the Resource Management function - owning the demand/supply balance, overseeing allocation decisions, and partnering with People to ensure timely hiring, onboarding, and certification investment.
- Maintain executive client relationships across the portfolio - acting as the senior escalation point for client issues, conducting strategic QBRs, and ensuring long-term account health.
- Partner with the BU Lead and Sales on commercial pursuits - providing delivery credibility in client conversations, validating SOW assumptions, and shaping commercial models for complex deals.
- Govern the firm's ServiceNow delivery methodology - ensuring it remains current with ServiceNow's own implementation framework and reflects Inetum's Growing Markets accumulated delivery experience.
- Drive a culture of continuous improvement across delivery - using data from the PMO, post-project reviews, and client feedback to identify systemic issues and implement structural fixes.
- Own the delivery risk register - surfacing portfolio-level risks to the BU Lead with clear mitigation plans, and ensuring the organization is never surprised by a major delivery failure.
- Support the BU's ServiceNow Elite Partner status - ensuring delivery headcount, certification levels, and customer success metrics remain compliant.
QUALIFICATIONS & EXPERIENCE
- 10+ years in technology consulting or systems integration, with at least 5 years in a senior delivery leadership role.
- Proven P&L accountability in a delivery function - track record of managing and improving gross margin in a project and managed services model.
- Experience operating and optimizing a multi-geography delivery model (onshore/nearshore/offshore) with teams across at least two locations.
- Strong commercial acumen - able to read complex contracts, negotiate scope with clients, and hold delivery teams to financial commitments.
- ServiceNow certifications are highly desirable.
- Experience within a ServiceNow Elite or Premier Partner environment is strongly preferred.
- Demonstrable experience managing a ServiceNow delivery portfolio - a deep understanding of the platform's implementation lifecycle is essential.
- Еxperience managing a ServiceNow delivery portfolio - a deep understanding of the platform's implementation lifecycle is an advantage.
CORE COMPETENCIES
- Executive Presence: Instils confidence in clients, ServiceNow, and internal stakeholders - a senior leader who is trusted with the firm's most important delivery relationships.
- Commercial Leadership: Drives margin performance through structural decisions, not just cost management - understands the levers of a professional services P&L.
- People Leadership: Builds high-performing delivery communities - develops talent, makes tough performance calls, and creates an environment of accountability and psychological safety.
- Systemic Problem Solving: Diagnoses delivery issues at their root cause and implements structural fixes - doesn't accept recurring problems as normal.
- Strategic Alignment: Connects day-to-day operational decisions to the firm's 3-year growth objectives - ensures the delivery model is built for where the business is going, not just where it is today.
WHAT WE OFFER
- Excellent remuneration package;
- 24 paid vacation days;
- Flexible working arrangements;
- Additional Health insurance;
- Training and certifications;
- Great working environment and team spirit.
