ServiceNow Delivery Manager

About the role

The ServiceNow Delivery Manager will lead the implementation and optimisation of the ServiceNow platform across the enterprise. This role ensures that ServiceNow solutions support IT, HR, Facilities, and Customer Service Management, driving operational efficiency and aligning with business objectives.

Key responsibilities

• Develop and execute Enterprise Service Management (ESM) strategies that align with organisational goals.
• Facilitate workshops with stakeholders to capture detailed business requirements and translate them into ServiceNow solutions.
• Map current processes, identify gaps, and recommend improvements using ServiceNow capabilities.
• Oversee configuration and customisation of ServiceNow modules (ITSM, ITOM, ITBM, CMDB) and design workflows, automations, and integrations.
• Supervise development of scripts, APIs, and custom configurations to meet specific needs.
• Manage and continuously improve the CMDB, ensuring data integrity and accurate service dependency mappings.
• Act as liaison between IT, business units, and vendors to ensure clear communication and alignment.
• Lead testing activities, develop test plans, and manage UAT processes to validate new features.

Required profile

• Proven experience leading ServiceNow implementations across multiple business functions.
• Strong understanding of enterprise service management processes and best practices.
• Ability to work collaboratively with both technical and non‑technical stakeholders.
• Excellent problem‑solving skills and a focus on continuous improvement.

Required skills

• ServiceNow platform (ITSM, ITOM, ITBM, CMDB)
• Workflow design and automation
• API development and integration
• Scripting (e.g., JavaScript, PowerShell)
• CMDB management and data governance