[Remote] ServiceNow Business Process Consultant Service Delivery Manager

Note: The job is a remote job and is open to candidates in USA. Optimum Healthcare IT is seeking an experienced Service Delivery Manager to lead their team of Business Process Consultants within the growing ServiceNow practice. This role involves overseeing the delivery quality and professional growth of a team while driving business transformation and optimizing workflows on the ServiceNow platform.ResponsibilitiesAct as a resource manager to lead, coach, and mentor a team of 10–12 Business Process Consultants delivering quality work and advisory services across concurrent client engagementsCoordinate with the Resourcing Manager to oversee BPC capacity, assignments, and utilization across multiple client projects—balancing engagement complexity, skill development opportunities, and team workloadConduct regular 1:1s, coordinate input for and facilitate performance reviews, and career development planning to support the long-term growth, engagement, and retentionServe as an executive escalation point on client engagements, partnering with BPCs and project leadership to remove blockers, resolve delivery risks, and protect engagement healthProvide hands-on advisory and facilitation support on high-stakes engagements, including executive workshops, stakeholder readouts, and complex requirements sessions with clientsDefine and evolve practice methodology, templates, and accelerators used by the BPC team across ServiceNow engagements to drive repeatable, high-quality deliverySupport the sales team in presales efforts to define solutions, scope BPC effort, and estimate time and effort for deliveryPartner with Delivery Management to align and develop continuous improvement opportunities in process, technical design, resource management, and practice growth and directionMaintain current knowledge of ServiceNow platform capabilities, application releases, and the use cases ServiceNow addresses for healthcare customers, sharing perspective with the team and clients on roadmap and best practicesKeep clients’ business goals at the forefront of delivery conversations and articulate process design decisions related to continual maintenance, longevity, and total cost of ownership on the platformIdentify opportunities for account growth through additional service offerings based on the client’s strategic roadmap and business objectives, partnering with practice and sales leadership to surface and pursue themMaintain a billable percentage on client engagements in alignment with the ServiceNow Practice financial goals and demonstrate functional capability in a billable capacityOther assigned related tasks to support client service deliverySkills10+ years of experience in business process consulting, delivery, or advisory roles with focus on enterprise technology platforms and workflow transformation5+ years of ServiceNow platform experience as a Business Process Consultant or in an equivalent advisory role3+ years of direct people management experience leading employees in the consulting industry, including responsibility for hiring, performance management, and career developmentDemonstrated expertise in at least two of the following ServiceNow areas: Strategic Portfolio Management (SPM), IT Operations Management (ITOM) including CSDM, or IT Service Management (ITSM)Proven ability to lead executive-level client conversations, requirements sessions, and process design discussions with stakeholders at all levels, up to and including the C-suiteProven track record supporting client engagements end-to-end across both Agile (Scrum) and Waterfall delivery methodologiesExperience leveraging AI tools to accelerate requirements capture, deliverable production, and team productivityExperience with capacity planning, resource forecasting, and utilization management for a consulting firmServiceNow Certified System Administrator (CSA). Existing or required in first 90 daysServiceNow Certified Implementation Specialist in two product lines such as SPM, ITSM, ITOM, CSM, etc. existing or required in the first 180 daysDemonstrates hands-on advisory experience with the ability to identify gaps mid-engagement and step in across workstreams to maintain project momentum and drive delivery forwardBrings broad delivery experience across the full project lifecycle, with a proven ability to flex into functional or facilitation roles as needed to keep engagements on trackStrong written and verbal communication skills with the ability to translate technical concepts for non-technical audiences and tailor messaging for executive consumptionFamiliarity with organizational change management (OCM) frameworks and their application in technology adoption programs including facilitating training, communications planning, and leadership and sponsorship enablementServiceNow Certified Implementation Specialist (CIS) in one or more relevant modules (SPM, ITSM, HAM Pro, SAM Pro, Data Foundations – CMDB/CSDM, Discovery)Experience working within Healthcare IT or other regulated industry verticalsExperience presenting at industry conferences, client executive forums, or ServiceNow community events (e.g., Knowledge, ServiceNow World Forum, SNUGs)Company OverviewOptimum Healthcare IT provides consulting, staffing, and digital transformation services tailored to healthcare organizations. It was founded in 2012, and is headquartered in Jacksonville, Florida, USA, with a workforce of 1001-5000 employees. Its website is https://www.optimumhit.com.