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 MasterÂ