Job Description

Evora IT Solutions is a trusted ServiceNow partner specializing in innovative digital maintenance and field service solutions grounded in real-world use cases. Our expertise is centered on ServiceNow Customer Workflows, with a strong focus on Field Service Management, where we aim to be the leading implementation partner in the market. We believe great work happens when people are supported, challenged, and valued, so we invest heavily in our employees and offer one of the most competitive and thoughtful work packages in the partner ecosystem.

We are currently seeking a ServiceNow Delivery Lead, over our Americas division. This is a key role responsible for ensuring high‑quality delivery execution, customer satisfaction, and operational excellence within the Americas ServiceNow cluster. Reporting to the Head of ServiceNow, this leader oversees delivery teams, drives consistent delivery standards, and ensures the successful execution of customer engagements. As an operational anchor, the Delivery Lead ensures that delivery operations run smoothly, teams are supported, and escalations are managed quickly and effectively.

Delivery Leadership & Execution

• Oversee day‑to‑day delivery operations across the ServiceNow portfolio, ensuring projects meet quality, scope, timeline, and budget expectations.
• Foster consistent delivery practices by implementing and maintaining Evora delivery standards, methodologies, and governance.
• Support Project and Engagement Managers through coaching, oversight, and escalation management.
• Partner closely with the Head of ServiceNow to ensure alignment between business targets and delivery capability.

Customer Satisfaction & Engagement Health

• Ensure high CSAT and overall engagement health across the delivery portfolio.
• Step in to resolve customer concerns, mitigate risks, and prevent or de‑escalate project‑level issues.
• Drive proactive identification of upsell/cross‑sell opportunities through trusted delivery relationships.

Team Management & Development

• Lead, mentor, and develop Project Managers, Engagement Managers, and other delivery personnel.
• Oversee team onboarding, skill development, performance support, and succession planning.
• Champion an inclusive, collaborative team culture that reflects Evora’s values and high standards.

Operational Alignment & Collaboration

• Collaborate with Sales, Business Development, and Practice leadership to ensure resource readiness and realistic scoping.
• Participate in forecasting, staffing decisions, and planning for both short‑ and long‑term delivery needs.
• Support cross‑cluster collaboration to ensure consistency, scalability, and alignment across regions.

Process Improvement & Organizational Initiatives

• Continuously evaluate and improve delivery processes, tools, templates, and best practices.
• Contribute to thought leadership and internal initiatives that enhance delivery quality and effectiveness.
• Take ownership for driving positive operational change, even in ambiguous or evolving circumstances.

• Proven experience leading ServiceNow delivery teams or complex enterprise‑scale project portfolios
• Strong understanding of project and program management practices, including risk mitigation and governance
• A track record of ensuring high‑quality delivery, customer satisfaction, and engagement health
• Comfortable coordinating work across multiple time zones and collaborating with delivery teams in countries like Brazil and India to maintain seamless execution
• Ability to coach, mentor, and develop Project and Engagement Managers
• Clear, confident communication skills with customers, executives, and delivery teams
• Strength in decision‑making under uncertainty and in managing escalations with calm and clarity
• Familiarity with agile and hybrid delivery models, as well as scalable delivery frameworks
• Experience collaborating across business units, sales, and practice leadership
• A continuous‑improvement mindset and willingness to challenge the status quo
• Alignment with Evora’s values: collaboration, accountability, integrity, and customer focus

• Remote-First Work – Work from home with flexibility to collaborate across regions.
• Career Growth & Learning – Learning credits for ServiceNow certifications and ongoing professional development.
• Competitive Compensation – Competitive salary plus bonus compensation tied to impact.
• Generous Time Off – Competitive PTO to support balance and recharge time.
• High Autonomy – Ownership over solution design with the ability to influence technical direction.
• Global Team Experiences – Annual company trips in the U.S. and internationally.
• Meaningful Work – Hands-on impact delivering real-world ServiceNow Field Service Management solutions.

All resumes/CVs must be submitted in English, to be considered.

Equal Opportunity Employment Statement:
Evora IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.