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