Service Delivery Manager

Publicis Sapient is looking for ServiceNow Developers to join our team of talented professionals and innovators. You will leverage your analytical thinking and technical expertise to design, develop, and implement robust ServiceNow solutions that address complex business challenges for our clients across diverse industries. As part of our mission to drive digital transformation, you will play a key role in delivering scalable workflows, optimizing platform capabilities, and enabling seamless user experiences through well-engineered solutions and thoughtful innovation.

Your Impact OR Responsibilities:

Key Responsibility statement:

• Own and drive the end-to-end ServiceNow architecture, ensuring alignment with enterprise strategy, scalability, and security standards.
• Lead the design and delivery of ServiceNow solutions across modules (ITSM, ITOM, CSM), enabling efficient and standardized service operations.
• Collaborate with business and technical stakeholders to translate requirements into effective platform solutions that maximize business value.
• Establish and enforce governance, design standards, and best practices to ensure consistent and high-quality implementations.
• Mentor and oversee development teams while optimizing platform performance, integrations, and overall operational efficiency.

Outcomes-based statement:

• Deliver scalable and secure ServiceNow architecture, resulting in improved system reliability and long-term platform sustainability.
• Enable faster and more efficient service delivery by designing optimized workflows and implementing best-fit ServiceNow modules.
• Increase business value realization by translating complex requirements into user-centric and high-adoption platform solutions.
• Ensure consistent and high-quality implementations through strong governance, reducing defects and rework.
• Improve operational efficiency and reduce costs by optimizing platform performance, integrations, and license utilization.

Your Skills & Experience:

• 10–15 years of IT experience with strong expertise in ServiceNow platform architecture and implementation across modules like ITSM, ITOM, and CSM.
• Proven experience in designing scalable, secure, and high-performing ServiceNow solutions aligned with enterprise architecture standards.
• Strong knowledge of integrations (REST/SOAP APIs, MID Server, third-party tools) and data architecture within the ServiceNow ecosystem. 
• ServiceNow certifications such as Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) (ITSM/ITOM/CSM); Certified Technical Architect (CTA) preferred.
• Hands-on experience with scripting (JavaScript, Glide APIs), workflows, Flow Designer, and platform customization.
• Excellent stakeholder management, leadership, and communication skills, with experience mentoring teams and driving large-scale transformations.

Benefits of Working Here:

• Gender-Neutral Policy
• 18 paid holidays throughout the year.
• Generous parental leave and new parent transition program
• Flexible work arrangements
• Employee Assistance Programs to help you in wellness and well-being.

Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally-enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.