ServiceNow Delivery Lead

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Supervise daily delivery operations across the ServiceNow portfolio, ensuring that projects align with quality, scope, timeline, and budget expectations.

• Promote consistent delivery practices by establishing and upholding Evora delivery standards, methodologies, and governance.

• Assist Project and Engagement Managers through coaching, oversight, and management of escalations.

• Collaborate closely with the Head of ServiceNow to guarantee alignment between business objectives and delivery capabilities.

• Maintain high customer satisfaction (CSAT) and overall engagement health throughout the delivery portfolio.

• Intervene to address customer issues, mitigate risks, and prevent or de-escalate project-related challenges.

• Encourage proactive identification of upsell and cross-sell opportunities through trusted delivery relationships.

• Lead, mentor, and nurture Project Managers, Engagement Managers, and other delivery staff.

• Manage team onboarding, skill enhancement, performance support, and succession planning.

• Advocate for an inclusive and collaborative team culture that embodies Evora’s values and high standards.

• Coordinate with Sales, Business Development, and Practice leadership to ensure resource readiness and realistic project scoping.

• Engage in forecasting, staffing decisions, and planning for both immediate and long-term delivery requirements.

• Facilitate cross-cluster collaboration to ensure uniformity, scalability, and alignment across different regions.

• Continuously assess and enhance delivery processes, tools, templates, and best practices.

• Contribute to thought leadership and internal initiatives aimed at improving delivery quality and effectiveness.

• Take responsibility for driving positive operational changes, even in uncertain or evolving situations.

⛳️ Requirements

• Demonstrated experience leading ServiceNow delivery teams or managing complex enterprise-scale project portfolios.

• Strong grasp of project and program management practices, including risk mitigation and governance.

• Proven track record of ensuring high-quality delivery, customer satisfaction, and engagement health.

• Comfortable coordinating efforts across multiple time zones and collaborating with delivery teams in countries such as Brazil and India to ensure seamless execution.

• Ability to coach, mentor, and develop Project and Engagement Managers.

• Excellent communication skills, confidently engaging with customers, executives, and delivery teams.

• Strong decision-making skills under uncertainty and ability to manage escalations with composure and clarity.

• Familiarity with agile and hybrid delivery models, along with scalable delivery frameworks.

• Experience working collaboratively across business units, sales, and practice leadership.

• Commitment to continuous improvement and a willingness to challenge the status quo.

• Alignment with Evora’s values: collaboration, accountability, integrity, and customer focus.

🏝️ Benefits

• Remote-First Work – Enjoy the flexibility of working from home while collaborating across different regions.

• Career Growth & Learning – Receive learning credits for ServiceNow certifications and ongoing professional development opportunities.

• Competitive Compensation – Attractive salary along with bonus compensation linked to impact.

• Generous Time Off – Competitive PTO to support work-life balance and recharge time.

• High Autonomy – Have ownership over solution design and the ability to influence technical direction.

• Global Team Experiences – Participate in annual company trips in the U.S. and internationally.

• Meaningful Work – Make a hands-on impact by delivering real-world ServiceNow Field Service Management solutions.