Delivery Manager – ServiceNow

Role Overview
We are seeking a Delivery Manager with strong ServiceNow experience, who will also perform Business Analyst responsibilities. This dual role involves overseeing project delivery, managing a development squad, gathering business requirements, and ensuring compliance with government frameworks.

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