We are seeking an experienced ServiceNowDelivery Manager to lead the successful delivery of enterprise-scale ServiceNow initiatives while also serving as a key Business Analyst. This hybrid role combines project leadership, stakeholder engagement, business process analysis, and ServiceNow solution delivery within a structured governance environment.
You will work closely with business stakeholders, product owners, architects, and development teams to drive digital transformation initiatives, ensuring solutions are delivered on time, aligned with business objectives, and compliant with organizational and government standards.
12-months renewable contract.
Project & Delivery Management
- Lead end-to-end delivery of ServiceNow projects from discovery through implementation and post-go-live support.
- Manage project timelines, scope, resources, risks, dependencies, and change requests.
- Drive Agile delivery practices including sprint planning, backlog refinement, release planning, and retrospectives.
- Oversee development squads and coordinate cross-functional teams to ensure successful project outcomes.
- Manage automated testing frameworks, deployment processes, and CI/CD pipelines.
- Ensure compliance with organizational governance frameworks, security policies, and delivery standards.
- Coordinate environment management, application deployments, and data migration activities.
- Deliver the initial implementation within six months, followed by iterative releases every 4–6 months.
- Utilize delivery tools such as GitLab, JIRA, and related DevOps platforms to manage project execution.
- Develop and maintain product roadmaps aligned with strategic business objectives.
Business Analysis & Product Ownership
- Facilitate discovery workshops, stakeholder interviews, and process-mapping sessions.
- Gather, analyze, and document business requirements and functional specifications.
- Maintain and prioritize the product backlog based on business value and strategic priorities.
- Define user stories, acceptance criteria, and success metrics.
- Conduct gap analysis between current-state and target-state business processes.
- Support User Acceptance Testing (UAT), including test planning, test case development, defect management, and business sign-off.
- Ensure delivered solutions achieve measurable business outcomes and KPI targets.
Stakeholder Management & Change Enablement
- Serve as the primary liaison between business stakeholders, technical teams, and project sponsors.
- Communicate project status, milestones, risks, and mitigation strategies effectively.
- Drive stakeholder engagement and alignment throughout the project lifecycle.
- Develop training materials, onboarding guides, and adoption plans for end users.
- Support organizational change management initiatives to maximize ServiceNow adoption and business value realization.
Documentation & Knowledge Management
- Develop and maintain project documentation, SOPs, process flows, user guides, and operational manuals.
- Maintain system architecture documentation, integration specifications, and technical design artifacts.
- Establish and continuously improve knowledge repositories for recurring issues, resolutions, and best practices.
Service Management, Maintenance & Continuous Improvement
- Establish and manage support SLAs across incident, problem, and enhancement categories.
- Balance maintenance activities and new feature development through effective sprint capacity planning.
- Prioritize defects, technical debt, performance enhancements, and change requests within the product backlog.
- Conduct regular platform health checks, monitoring reviews, and performance assessments.
- Define and track operational KPIs, including system availability, platform performance, response times, and service health.
- Implement monitoring and automated alerting mechanisms to proactively identify and address issues.
- Integrate support, maintenance, and continuous improvement activities into Agile delivery cycles.
Required Experience
- 7–8 years of experience delivering enterprise application development or digital transformation projects.
- Minimum 4 years of hands-on experience delivering ServiceNow solutions in enterprise or government environments.
- Proven experience managing Agile software delivery teams and stakeholder engagement across multiple business units.
- Demonstrated ability to bridge business and technical teams, translating requirements into scalable solutions.
Technical knowledge
- ServiceNow: ITSM, CSM, HRSD, IRM, App Engine Studio, Flow Designer, Integration Hub
