Delivery Manager – ServiceNow - Part-Time

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