GDS Consulting_ServiceNow Delivery Senior Manager

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Senior Manager, Technical Delivery – ServiceNow

Job Summary
We are seeking a highly experienced Senior Manager, Technical Delivery with over 14 years in IT and a proven track record in hands-on development and leadership of ServiceNow projects. In this role, you will lead complex ServiceNow implementations and transformation initiatives, manage multi-disciplinary teams, and drive the technical strategy to deliver high-quality, innovative solutions for our clients. Your deep technical expertise, combined with your leadership and project management skills, will ensure that our ServiceNow engagements are executed efficiently and align with our business objectives.

Key Responsibilities
•    Technical Leadership & Strategy:
o    Define and execute the technical strategy for ServiceNow engagements, aligning with overall business goals and IT roadmap.
o    Stay current with ServiceNow innovations and industry trends to continuously improve service delivery and technical practices.
•    Project & Program Management:
o    Oversee end-to-end delivery of multiple ServiceNow projects, ensuring they are completed on time, within scope, and budget.
o    Lead project planning, risk management, resource allocation, and stakeholder communications.
o    Implement and refine agile methodologies to enhance project execution and team collaboration.
•    Hands-on Technical Delivery:
o    Provide technical oversight, including hands-on development, configuration, and integration of ServiceNow applications.
o    Work closely with technical teams to troubleshoot complex issues and implement scalable, robust solutions.
o    Guide architecture design and code reviews to ensure adherence to best practices and quality standards.
•    Team Leadership & Development:
o    Manage, mentor, and develop a high-performing team of technical leads, developers, and consultants.
o    Foster a collaborative, results-oriented culture that emphasizes continuous improvement and professional growth.
o    Collaborate with cross-functional teams to align technical delivery with business requirements.
•    Client & Stakeholder Engagement:
o    Serve as a trusted advisor to clients, understanding their business needs and providing strategic guidance on ServiceNow solutions.
o    Lead client meetings, presentations, and workshops to ensure clear communication and alignment on project goals.
o    Build and maintain strong relationships with internal and external stakeholders.

Qualifications
•    Experience:
o    14+ years of IT experience with significant exposure to hands-on technical development and project delivery.
o    Demonstrated success in leading ServiceNow project engagements from ideation through to implementation and post-deployment support.
o    Proven experience in managing large-scale, complex IT projects in a fast-paced environment.
•    Technical Skills:
o    Deep expertise in the ServiceNow platform, including hands-on experience in Support and Implementation/Development
o    Familiarity with IT Service Management (ITSM) and ITIL processes.
o    Experience with ITSM, CSM or HRSD and other Product Modules
o    Experience with cloud-based solutions and modern development practices (e.g., DevOps, Agile).
•    Leadership & Management:
o    Strong leadership skills with a track record of managing and developing high-performing technical teams.
o    Excellent project management skills, including planning, budgeting, and risk mitigation.
o    Exceptional communication and interpersonal skills, with the ability to influence and engage at all levels of the organization.
•    Education & Certifications:
o    Bachelor’s in Computer Science, Information Technology, or a related field.
o    Relevant certifications such as PMP, Agile/Scrum, ServiceNow Certified System Administrator, or Implementation Specialist are highly desirable.

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