Service Delivery Manager Scrum Master

Job Description

We are looking for an experienced Service Delivery Manager to lead a strategic ServiceNow Implementation & Migration engagement in Manila, Philippines.

This is a senior client-facing role with full ownership of delivery operations, governance, and stakeholder relationships — from project kickoff through long-term managed services.

About The Job

• Serving as the single point of contact for the client across all operational and delivery matters, building a trusted partnership at every level of the organization from technical teams to executive sponsors
• Designing, establishing, and facilitating governance rituals and escalation paths — including steering committees, operational reviews, and decision-making frameworks — to keep all stakeholders aligned and issues resolved with speed and clarity
• Leading SAFe / PI Planning cycles (4× per year) to synchronize delivery roadmaps across both HRSD and ITSM/CSM streams, ensuring cross-team dependencies are visible and managed proactively
• Owning SLA reporting and contract compliance, producing regular performance reports, tracking delivery against contractual commitments, and driving corrective actions or renegotiations when required
• Managing quarterly capacity adjustments in close collaboration with technical leads and the Amaris resourcing team, anticipating demand shifts and ensuring the right profiles are in place at the right time
• Overseeing knowledge transfer at every stage of the engagement, ensuring documentation standards are upheld, institutional knowledge is captured, and operational continuity is maintained through transitions and team changes
• Championing continuous service improvement by identifying delivery bottlenecks, process gaps, and optimization opportunities across both streams, and working with workstream leads to implement lasting solutions

About You

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field
• 10+ years of experience in IT service delivery, program management, or managed services — we are looking for a true expert who has navigated complex, high-stakes engagements
• Demonstrated experience managing large-scale ServiceNow implementation or managed services engagements, ideally across multiple modules (ITSM, HRSD, CSM)
• A proven track record of leading concurrent delivery streams within enterprise environments, managing cross-functional teams of architects, developers, and functional consultants
• Deep expertise in SAFe or scaled agile frameworks, with hands-on PI Planning facilitation experience
• Strong command of SLA management, contract governance, and client reporting in a professional services or consulting contexT
• Certified Scrum Master (CSM), SAFe Agilist, or PMP — at least one is required
• ITIL v4 Foundation is strongly preferred
• ServiceNow Certified System Administrator (CSA) is a plus
• Executive-level communication and presentation skills in English
• A collaborative, solution-oriented mindset with the maturity to lead through ambiguity
• Strong organizational discipline and the ability to manage competing priorities without losing sight of the bigger picture

WHY AMARIS?

At Amaris Consulting, we believe in creating a thriving, positive workplace where every team member can grow, connect, and make a real impact. Here’s what you can expect when you join our dynamic community:

• Global Diversity: Be part of an international team of 110+ nationalities, celebrating diverse perspectives and collaboration.
• Trust and Growth: With 70% of our leaders starting at entry-level, we’re committed to nurturing talent and empowering you to reach new heights.
• Continuous Learning: Unlock your full potential with our internal Academy and over 250 training modules designed for your professional growth.
• Vibrant Culture: Enjoy a workplace where energy, fun, and camaraderie come together through regular afterworks, team-building events, and more.
• Meaningful Impact: Join us in making a difference through our CSR initiatives, including the WeCare Together program, and be part of something bigger.

Equal Opportunity

Amaris Consulting is proud to be an equal opportunity workplace. We are committed to promote diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.