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Service Delivery Center - Manager ServiceNow
Kforce • Charlotte, NC
No Relocation
Posted: May 5, 2026
Additional Content
Description
- Kforce has a client that is hiring a Service Delivery Center, Platform Manager/Managed Service Delivery Lead - ServiceNow. This role will be remote, with first week onsite at the client's office in Charlotte, NC. Your key responsibilities: As a Manager in Managed Services practice, the ServiceNow Managed Service Delivery Lead is responsible for leading the end-to-end delivery of ServiceNow-based managed services for a key client. This includes overseeing ServiceNow platform operations and enhancements across core modules (IT Service Management, HR Service Delivery, and Configuration Management Database) while ensuring high-quality service aligned with clients managed services delivery model. The role balances client-facing leadership - acting as the primary point of contact for a client based in Charlotte, NC - with internal team management. This position is remote (with a preference for candidates who can work Eastern Time (ET) business hours) and involves close collaboration with clients Global Delivery Services (GDS) team in India to enable seamless 24/7 support for the client. The ideal candidate will combine deep ServiceNow expertise with strong leadership and communication skills to drive operational excellence, continuous improvement, and exceptional client satisfaction.
Requirements
- Minimum 5 years of demonstrated experience as a ServiceNow Platform Owner or Platform Administrator
- 3+ years of ServiceNow Expertise: Proven expertise in ServiceNow configuration and administration, particularly in platform features, ITSM, HR Service Delivery (HRSD), and CMDB modules. Familiarity with additional ServiceNow modules (such as ITOM, CSM, SecOps, etc.) is highly valued
- Managed Services & ITIL Knowledge: Experience in a managed services delivery environment or long-term support/outsourcing engagements, with a solid understanding of service delivery SLAs, KPIs, and continuous improvement processes; Strong knowledge of ITIL service management practices (ITIL certification a plus) and experience ensuring operations align with industry best practices
- Leadership Skills: Demonstrated ability to lead teams and manage service delivery; Experience guiding technical teams, including coordinating with remote/offshore team members (e.g., working with global or offshore teams), to achieve shared goals