Service Delivery Manager - ServiceNow

About the Role

Key Responsibilities

• Provide effective leadership to a team of architects, developers, business analysts, and testers focused on meeting service commitments to federal customers and program mission partners.
• Lead engagements with customers to gather their needs, design customized solutions, and present these solutions effectively, ensuring a positive customer experience from initial discussions through solution presentation and implementation.
• Maintain continuous lines of communication with stakeholders and program leadership regarding project status, risks/mitigation strategies, issues, and timelines.
• Collaborate and communicate across teams to deconflict technical direction and promote awareness/alignment of system releases.
• Identify and cultivate relationships with key government clients, partners, and industry collaborators.
• Establish and manage technical and functional teams.
• Engage in workshops to gather requirements and validate solutions to verify interpretation of the client's needs.
• Provide strategic guidance for implementing ServiceNow solutions (ITSM, ITOM, SPM, etc.) in a dynamic environment.
• Understand and drive process optimization, efficiencies, and productivity.
• Assist with development of the long-term strategy and strategic direction for the ServiceNow Services.

Requirements

• Ability to obtain/maintain Secret clearance.
• 15+ Years of relevant experience (Bachelor's Degree in relevant field may be substituted for 5 years of relevant experience).
• 5+ years Industry experience providing ServiceNow Leadership.
• Good understanding of ServiceNow architecture concepts.
• Proven experience with key technologies relevant to the ServiceNow integrations and security framework.
• Demonstrated experience working with the ServiceNow platform (e.g., ITSM, SPM, ITOM).
• Ability to manage development and platform administration teams.
• Strong project management experience that follows an Agile methodology with programs of similar scope and complexity.
• Experience creating and maintaining product/technology roadmaps specific to ServiceNow.
• Proven experience leading ServiceNow engagements through design, development, implementation, and operations and maintenance cycles.

Nice to Have

• Agile or Scrum Master certification.
• Project Management Professional (PMP) certification or project scheduling experience.
• Experience supporting Federal government projects.
• Experience working in a dynamic, multifaceted environment.

Qualifications

• Bachelor's Degree in relevant field (may be substituted with 5 years of relevant experience).

Benefits & Perks

• Competitive compensation, benefits, and learning and development opportunities.
• Comprehensive benefits such as healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
• Flexible work environment with the autonomy to take the time needed.