Delivery Manager – ITSM Automation

Were Hiring at Yellow.ai !

Role: Delivery Manager / Customer Success Manager ITSM Automation

At Yellow.ai , were redefining how enterprises run their IT Service Desks using AI-first automation. Were looking for a hands-on Delivery Manager / Customer Success Manager who understands ITSM inside out and can lead enterprise-scale AI deployments from idea to measurable impact.

If you enjoy working at the intersection of customers, technology, and business outcomes, this role is for you.

What Youll Do

*Own end-to-end delivery of AI automation projects for large enterprise customers

*Act as the ITSM subject-matter expert, driving high-ROI use cases like password resets, software provisioning, and ticket automation

*Partner closely with Global System Integrators (GSIs) and senior enterprise stakeholders

*Translate business goals into technical execution (ServiceNow, Jira, AD, etc.)

*Drive post-go-live adoption, track deflection metrics, and demonstrate value to leadership

Who Were Looking For

*5+ years in Delivery Management, Technical Project Management, or Customer Success

*2+ years in ITSM / IT Operations / Service Desk transformations

*Hands-on experience delivering Conversational AI (Chat/Voice) or automation / RPA solutions

*Strong understanding of ITIL frameworks (Incident, Problem, Change)

*Comfortable working in complex, enterprise, multi-vendor environments

Must-Have Experience

*ITSM Platforms: ServiceNow, Jira Service Management, BMC Helix, Freshservice, Cherwell

*Identity & Access: Active Directory, Azure AD, Okta, SailPoint

*Collaboration Tools: Microsoft Teams, Slack

*Knowledge Management: SharePoint, Confluence

*Experience working with or within GSIs is a big plus

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