Delivery Manager – ServiceNow

Role: Delivery Manager - ServiceNow

JD:
Scope of Work
The Delivery Manager will be responsible for:

1. Project Management

. Track project timelines, resources, risks, and change requests.

. Oversee automated testing frameworks and CI/CD pipelines.

. Ensure adherence to client's guideline

. Manage client's provided environments, deployments, and data migration.

. Deliver first initiative within 6 months subsequent releases every 4-6 months.

. Manage sprints, releases, and risks using SGTS tools (e.g., Gitlab, JIRA).

. Develop and maintain a product road map aligned with business objectives.

2. Business Analysis

. Conduct workshops to gather business requirements and processes.

. Maintain and prioritize product backlog.

. Define and validate user stories and acceptance criteria.

. Perform gap analysis between current and future state processes.

. Support UAT, including testcase preparation and acceptance validation.

. Ensure solutions deliver business value and measurable KPIs.

3. Stakeholder Management & Support

. Conduct discovery sessions and requirement workshops.

. Communicate progress and risks to stakeholders.

. Provide end-user training and on boarding materials.

. Ensure smooth adoption of ServiceNow solutions.

. Support change management and adoption planning.

4. Documentation & Knowledge Management

. Develop and maintain SOPs, user manuals, and process documentation.

. Maintain system architecture and integration specifications.

. Maintain a knowledge base for recurring issues and resolutions.

5. System Maintenance & Support

. Establish and enforce response time SLAs for support categories.

. Maintain dedicated capacity within the team rotation to balance maintenance and new development.

. Categorize and prioritize maintenance items, bug fixes, performance improvements, and enhancements in the product backlog during grooming sessions.

. Conduct regular health checks(including batch job monitoring) and provide performance analysis during sprint reviews and retrospectives.

. Establish and track KPIs(system health, application performance, availability), with automated alerting thresholds.

. Integrate maintenance &monitoring activities into sprint cycles, allocating story points and expedited processes for critical fixes.

Job Requirements

. 7-8 years delivering application development projects with at least 4 years experience in ServiceNow in enterprise/government environments

Key skills

. Agile project management, backlog management, release planning, governance & compliance, stakeholder engagement, documentation, business analysis, solution adoption

Technical knowledge (any of the following area)

. ServiceNow: ITSM, CSM, HRSD, IRM, App Engine Studio, Flow Designer, Integration Hub

Preferred certifications

. ServiceNow Certified System Administrator(CSA) ServiceNow Certified Implementation Specialist (ITSM/HRSD) Certified Scrum Master