Ondaro is with you for what comes next
At Ondaro, you get to collaborate with incredibly talented people – designers, engineers, technologists, and industry thought leaders – who are all connected by a singular focus on solving business challenges that stand in the way of organizational change and progress. Along the way, we balance culture and business, resulting in a company that is committed to making the lives of our employees a little better and more fun each day through iteration and innovation.
Ondaro invites you to bring your authentic, courageous, empathetic, and customer-obsessed self to be part of our experienced team delivering awesomeness for our customers and employees.
Ondaro is seeking a Service Delivery Manager (SDM) to lead a ServiceNow managed services engagement as the customer's named, day-to-day owner of platform delivery. The SDM is the single point of accountability across operations and development, the signatory of the monthly operational report, and the role through which the customer experiences the engagement. This is a senior, customer-facing position that combines product ownership of the ServiceNow platform, governance of a multi-disciplinary delivery team, and active partnership with the Account Executive on the long-term growth of the relationship. The right candidate is someone who can hold the strategic shape of an engagement while staying close enough to the work to make commitments stick.
What you'll be doing:
Engagement Ownership and Platform Stewardship:
- Serve as the customer's primary day-to-day contact and the named owner of platform delivery, carrying product ownership of the customer's ServiceNow platform at the delivery layer.
- Own backlog prioritization, roadmap stewardship, and stakeholder alignment across the customer's business and IT organization, in partnership with the customer's own Product Owner where one exists.
- Build and operate the customer's formalized intake process, sequencing work through a single pipeline against a weighted prioritization framework, aligned to the customer's business-impact criteria. Support developing that business-impact criteria where it doesn't yet exist for our customers.
- Make and stand behind delivery commitments. Where an engagement starts to diverge from the assumptions it was sized against, surface the divergence early and lead the re-baseline conversation.
Operational Service Delivery and SLA Performance:
- Oversee end-to-end delivery of ServiceNow operational services across incident, request, and enhancement work, ensuring the engagement meets or exceeds contractually scored KPIs and service-level targets.
- Support production of and sign-off on the monthly operational report, presenting performance, delivery against commitment, forward forecast, and the risk register to customer leadership.
- Run the engagement's governance cadence: daily operational stand-ups across the delivery team, weekly or bi-weekly backlog reviews with customer stakeholders, monthly operational reviews with customer IT leadership, and the Quarterly Business Review (QBR).
- Provide CAB representation for any change requiring CAB review, in coordination with the customer's change-management lead.
Capacity and Demand Management:
- Manage delivery capacity against the contracted monthly envelope, reporting consumption transparently and identifying constraints early enough to act on them.
- Own the demand funnel for the engagement. Where forecast falls below contracted capacity, work with customer stakeholders to surface latent demand, refine candidate work, and bring it forward into delivery so the customer realizes the value they have invested in.
- Validate story decomposition with the customer's Product Owner where work approaches the upper end of the team's sizing rubric, and route oversized work into the appropriate change-control path.
Team Leadership and Delivery Governance:
- Lead a multi-disciplinary delivery team drawn from Ondaro's broader ServiceNow practice – Platform Architect, Technical Consultants, Business Analyst, and Administrator – organizing capacity around the work the engagement actually demands.
- Maintain delivery quality through the team's standard quality gates, including code review sign-off by the Technical Consultant on every change before it enters the customer's environment.
- Manage resource transitions when team members rotate, holding the engagement's replacement commitment for non-SDM roles and preserving continuity through structured handover and documented context.
AI-Assisted Delivery and the Customer's AI Roadmap:
- Oversee the AI-assisted activities embedded in Ondaro's delivery model: story drafting, technical documentation, code review, and operational reporting.
- Represent Ondaro's current AI-enabled delivery capabilities and the roadmap for expansion of those capabilities to the customer, drawing on inputs from Ondaro's Chief AI Officer and the broader practice.
- Partner with the customer on platform-native AI capabilities (Now Assist, Agentic Workflows, and successor offerings) as the customer's licensing and adoption decisions evolve, surfacing emerging recommendations through monthly reporting and QBR activities.
Account Growth and Strategic Partnership:
- Partner directly with the Account Executive on the long-term shape of the engagement, identifying opportunities for the customer to expand the value of their ServiceNow investment and translating those opportunities into structured proposals.
- Where sustained capacity needs emerge that sit outside the base engagement (specialist roles, additional integration scope, new modules brought into scope, or sustained throughput beyond the contracted envelope)lead the scoping conversation with the customer, size the capacity required, and propose appropriately scaled additions through the engagement's change-control vehicle.
- Contribute to the customer's annual planning and roadmap conversations, helping the customer sequence platform investment in a way that matches business priorities and the maturity of available capabilities.
Reporting and Continuous Improvement:
- Produce and present monthly operational reports, quarterly business reviews, and ad hoc analysis for customer and internal leadership.
- Maintain documentation of engagement processes, decisions, and stakeholder context to a standard that supports the resilience of the delivery model and the continuity of the engagement across resource transitions.
- Identify opportunities to improve delivery quality and velocity within the engagement and feed durable lessons back into Ondaro's broader managed services practice.
What you'll bring to our table:
- Minimum of 5 years of ServiceNow platform experience in a managed services context, with a background covering incident management, governance, stakeholder leadership, and platform roadmap stewardship.
- Demonstrated experience as a vendor-side product owner of a ServiceNow platform, including backlog management, prioritization, and partnership with customer-side product or platform owners.
- Experience leading multi-disciplinary delivery teams in a managed services context, with the credibility to make and hold commitments across operations and development work.
- Strong commercial awareness. Experience scoping engagements, sizing capacity, preparing proposals, and partnering with sales counterparts on account growth.
- A working understanding of how AI is being applied in software and platform delivery today, the ability to represent that capability credibly to senior customer stakeholders, and the judgment to know where AI is the right answer and where it is not.
- Excellent written and verbal communication, with the ability to write a monthly operational report that customer leadership trusts and to run a Quarterly Business Review that holds the room.
- Strong problem-solving and decision-making instincts, particularly under the kind of pressure that comes from a backlog moving slower than the customer expected or a delivery window narrower than the work warrants.
- Familiarity with ITIL and Agile delivery practices, and comfort working in environments with formal change control, audit, and compliance requirements (including SOX-controlled environments).
- Bachelor's degree in IT or a related field (or equivalent experience). A Master's degree is preferred.
- ITIL certification required. PMP or PgMP certification preferred. DASM certification is a plus. ServiceNow Certified System Administrator or higher is preferred.
Perks? Oh, yes.
Ondaro's success is based on our most valuable asset - our people. We offer a robust benefits package designed with your needs in mind. We are passionate about investing in our people and support your continued education and career development.
We value diversity at our company. Ondaro is an equal opportunity employer. Everyone who applies with the qualifications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.
To learn more about Ondaro LLC, please visit our website and check out our podcast series. Also be sure to follow us on LinkedIn and YouTube!
Ondaro LLC ("Ondaro") collects and uses your personal information, including sensitive personal information, for human resources, employment, benefits administration, health and safety, and business-related purposes and to be in legal compliance/the business purposes listed in the chart HERE. We are committed to properly handling the personal information collected or processed in connection with your employment relationship with us. We will not sell the personal information, including any sensitive personal information, we collect about our employees or applicants for employment or share it with third parties for cross-context behavioral advertising.
To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.
Note: Base salary range is $138,000 to $148,000. This range represents the expected compensation for this position. Actual salaries will vary and may be above or below the range when taking into account the wide range of factors that are considered in making compensation decisions, including but not limited to location; skill sets; experience and training; licensure and certifications; and other business and organizational needs. Compensation decisions are dependent on the facts and circumstances of each case. The range listed is just one component of the total compensation package for employees.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
