Head of Service Delivery

At ConWare, we’re expanding our leadership team and looking for a Head of IT Delivery and Operations – ServiceNow to drive the successful execution of our ServiceNow projects.

You’ll be responsible for managing delivery teams, ensuring quality execution, optimizing resources, and supporting the strategic growth of our ServiceNow practice.
This role is ideal for a delivery leader who’s passionate about scaling teams, building delivery excellence, and leading people in a technical environment.

You’ll be reporting directly to our CEO and work closely with both internal teams and external partners to ensure impactful outcomes.

Tasks

Project Delivery Management
• Oversee end-to-end delivery of all ServiceNow projects – scope, timing, quality
• Coordinate capacity planning, staffing and tracking of delivery execution
• Act as an escalation point for project and customer delivery challenges
• Drive improvements in project governance and delivery processes

Team Leadership and People Development
• Lead a cross-functional team of consultants, developers, and tech leads
• Define development plans, set expectations, and conduct performance reviews
• Foster a positive, growth-oriented team culture through mentoring and feedback
• Partner with HR to plan recruitment, onboarding, and retention strategies

**Forecasting and Resource Planning
**• Manage capacity forecasts in alignment with the delivery pipeline
• Collaborate with sales and pre-sales teams to plan future engagements
• Optimize the use of internal and external resources across projects

Quality, Standards, and Methodology
• Define and maintain delivery standards, templates, and best practices
• Ensure cross-project quality through reviews and continuous feedback loops
• Promote a culture of operational excellence and accountability

Strategic Collaboration
• Work closely with the executive team on scaling and evolving the ServiceNow practice
• Identify new areas for process improvement and delivery innovation
• Track and report on delivery KPIs: team utilization, quality metrics, forecast accuracy

Requirements

• 5+ years in IT project or team leadership roles, ideally in ServiceNow or enterprise
platforms
• Advanced knowledge of delivery methodologies (Agile, Scrum, Waterfall, Hybrid)
• Strong understanding of technical concepts – architecture, integration flows, modular
design
• Proven people management and delivery leadership experience in IT
• Excellent communication and stakeholder management skills
• Fluent in English (min. B2/C1) – written and spoken

Benefits

• A senior leadership position where you can shape the direction of our ServiceNow
practice
• Freedom to choose: full-time employment or freelance cooperation
• Truly flexible work setup – Prague, Ostrava, or fully remote
• Friendly, informal company culture focused on collaboration and growth
• 6 weeks of vacation + 3 sick days
• Pension contributions and support for your well-being
• Continuous professional development – certifications, mentoring, workshops
• Fun team events, weekend hikes, and casual office ping-pong battles