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