ServiceNow Delivery Lead
Evora IT Solutions
full-time
Posted on:
Location Type: Remote
Location: Brazil
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Job Level
Tech Stack
About the role
- Oversee day-to-day delivery operations across the ServiceNow portfolio, ensuring projects meet quality, scope, timeline, and budget expectations.
- Foster consistent delivery practices by implementing and maintaining Evora delivery standards, methodologies, and governance.
- Support Project and Engagement Managers through coaching, oversight, and escalation management.
- Partner closely with the Head of ServiceNow to ensure alignment between business targets and delivery capability.
- Ensure high CSAT and overall engagement health across the delivery portfolio.
- Step in to resolve customer concerns, mitigate risks, and prevent or de-escalate project-level issues.
- Drive proactive identification of upsell/cross-sell opportunities through trusted delivery relationships.
- Lead, mentor, and develop Project Managers, Engagement Managers, and other delivery personnel.
- Oversee team onboarding, skill development, performance support, and succession planning.
- Champion an inclusive, collaborative team culture that reflects Evora’s values and high standards.
- Collaborate with Sales, Business Development, and Practice leadership to ensure resource readiness and realistic scoping.
- Participate in forecasting, staffing decisions, and planning for both short- and long-term delivery needs.
- Support cross-cluster collaboration to ensure consistency, scalability, and alignment across regions.
- Continuously evaluate and improve delivery processes, tools, templates, and best practices.
- Contribute to thought leadership and internal initiatives that enhance delivery quality and effectiveness.
- Take ownership for driving positive operational change, even in ambiguous or evolving circumstances.
Requirements
- Proven experience leading ServiceNow delivery teams or complex enterprise-scale project portfolios
- Strong understanding of project and program management practices, including risk mitigation and governance
- A track record of ensuring high-quality delivery, customer satisfaction, and engagement health
- Comfortable coordinating work across multiple time zones and collaborating with delivery teams in countries like Brazil and India to maintain seamless execution
- Ability to coach, mentor, and develop Project and Engagement Managers
- Clear, confident communication skills with customers, executives, and delivery teams
- Strength in decision-making under uncertainty and in managing escalations with calm and clarity
- Familiarity with agile and hybrid delivery models, as well as scalable delivery frameworks
- Experience collaborating across business units, sales, and practice leadership
- A continuous-improvement mindset and willingness to challenge the status quo
- Alignment with Evora’s values: collaboration, accountability, integrity, and customer focus.
Benefits
- Remote-First Work – Work from home with flexibility to collaborate across regions.
- Career Growth & Learning – Learning credits for ServiceNow certifications and ongoing professional development.
- Competitive Compensation – Competitive salary plus bonus compensation tied to impact.
- Generous Time Off – Competitive PTO to support balance and recharge time.
- High Autonomy – Ownership over solution design with the ability to influence technical direction.
- Global Team Experiences – Annual company trips in the U.S. and internationally.
- Meaningful Work – Hands-on impact delivering real-world ServiceNow Field Service Management solutions.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ServiceNowproject managementprogram managementrisk mitigationgovernanceagile deliveryhybrid delivery modelsscalable delivery frameworksdelivery processesperformance support
Soft Skills
coachingmentoringcommunicationdecision-makingcollaborationcustomer focuscontinuous improvementproblem-solvingleadershipteam culture