ServiceNow Delivery Lead

JOB SUMMARY

We are seeking an experienced ServiceNow Delivery Lead to drive the end-to-end delivery of ServiceNow ITSM implementations within enterprise environments. The ideal candidate combines strong technical knowledge with delivery management expertise, ensuring solutions are delivered on time, within scope, and aligned to business objectives. This role requires a collaborative leader who can bridge the gap between technical teams, architects, and business stakeholders.

JOB RESPONSIBILITIES

• Lead end-to-end delivery of ServiceNow ITSM implementations, including Incident, Problem, Change, Request, and Knowledge Management modules.
• Manage project delivery timelines, milestones, risks, and dependencies across multiple workstreams.
• Serve as the primary point of contact for client stakeholders, delivery leadership, and cross-functional teams.
• Translate business requirements into actionable delivery plans and coordinate with developers and architects.
• Conduct regular delivery status reviews, reporting on progress, blockers, and escalations.
• Oversee quality assurance, UAT coordination, and go-live readiness activities.
• Drive continuous improvement of delivery processes, standards, and documentation practices.
• Ensure adherence to ServiceNow best practices, platform governance, and change management protocols.
• Mentor and guide junior team members and developers throughout the delivery lifecycle.
• Collaborate with Solution Architects to ensure technical designs align with business and platform standards.

REQUIRED TECHNICAL SKILLSET

• Strong understanding of ServiceNow ITSM modules: Incident, Problem, Change, Request, and Knowledge Management
• Experience with ServiceNow platform configuration, workflow design, and process automation
• Familiarity with Flow Designer, Business Rules, and platform governance principles
• Understanding of ITIL frameworks and their application within ServiceNow
• Experience with integration patterns, REST APIs, and third-party system connectivity
• Proficiency in project delivery tools such as Azure DevOps or similar platforms
• Strong understanding of SDLC and Agile/Scrum delivery methodologies

SOFT SKILLS AND DELIVERY EXPECTATIONS

• Strong leadership and stakeholder management skills with the ability to influence at all levels
• Excellent communication skills — able to translate technical concepts for non-technical audiences
• Proactive, ownership-driven mindset with a strong sense of accountability
• Ability to manage competing priorities in fast-paced enterprise environments
• Strong problem-solving skills with a focus on delivery outcomes over process compliance
• Collaborative approach with the ability to build trust across technical and business teams
• High attention to detail with strong documentation and organizational skills

PREFERRED EXPERIENCE

• Experience delivering ServiceNow ITSM solutions in enterprise or regulated industry environments (e.g., healthcare, finance)
• Exposure to additional ServiceNow modules such as ITOM, CSM, HRSD, or SAM
• Experience working within matrixed or large-scale consulting delivery organizations
• Background in Solution Architecture or pre-sales solutioning

PREFERRED CERTIFICATIONS

• Certified Implementation Specialist – IT Service Management (CIS-ITSM) — Required
• Certified System Administrator (CSA)
  
• ITIL Foundation or higher certification
• Additional CIS certifications are a plus