ServiceNow Delivery Manager

The ServiceNow Delivery Manager leads the successful, timely, and quality delivery of ServiceNow solutions, bridging business needs with technical execution by managing teams, stakeholders, roadmaps, and Agile processes (ITSM, ITOM, GRC). Key duties

include overseeing project lifecycles, managing client expectations, ensuring adherence to best practices, tracking KPIs, driving adoption, and acting as a technical escalation point for platform development and support.

Core Responsibilities

. Project Leadership: Oversee end-to-end delivery, managing scope, budget, timelines, and quality for complex ServiceNow implementations and enhancements.

. Stakeholder Management: Act as the primary liaison between business units and technical teams, managing expectations, communicating progress, and fostering strong client relationships.

. Team & Process Management: Lead and mentor delivery teams, guide

Agile/Scrum practices, ensure best practices, and manage development sprints and releases.

. Strategic Roadmap: Partner with stakeholders to define and maintain a rolling product roadmap, aligning ServiceNow capabilities with business goals.

. Platform Expertise: Apply deep knowledge of the ServiceNow platform (ITSM, ITOM, HR, SecOps, GRC) to design scalable solutions and act as a technical escalation point.

. Continuous Improvement: Monitor KPIs, drive adoption, conduct health checks, and implement lessons learned for ongoing platform optimization.

Key Skills & Qualifications

. Strong leadership, communication, and interpersonal skills.

. Experience with Agile/Scrum methodologies.

. Proven ability to manage technical teams and project lifecycles.
. Deep understanding of the ServiceNow platform and its modules.

. Consulting and client-facing experience.

. Ability to create and maintain project documentation and roadmaps.