Delivery Manager – ServiceNow

We're Hiring: Delivery Manager – ServiceNow!

We are looking for an experienced Delivery Manager specializing in ServiceNow to lead our projects and ensure the successful delivery of services. The ideal candidate will possess strong leadership skills, a solid understanding of IT service management processes, and a passion for driving continuous improvement.

Location: Singapore, Singapore
Work Mode: Work From Office
Role: Delivery Manager – ServiceNow

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 roadmap 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 test case 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 onboarding 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.

Experience

·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