ServiceNow Delivery Manager

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.

Job Requirements

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