Delivery Manager – ServiceNow

Role: Delivery Manager – ServiceNow JD: 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 road map 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 testcase 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 on boarding 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 ·       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