ServiceNow Technical Delivery Manager (TDM)
Role Summary
We are seeking an experienced ServiceNow Technical Delivery Manager (TDM) with deep expertise in the ServiceNow platform and a proven track record of leading large-scale enterprise deliveries. The ideal candidate will have exceptionally strong experience in ServiceNow Strategic Portfolio Management (SPM), Custom Application Development, Integrations, and end-to-end project delivery, with the ability to manage stakeholders, drive technical teams, and ensure successful business outcomes.
Key Responsibilities
Delivery & Program Management
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Lead end-to-end delivery of ServiceNow implementation, enhancement, and transformation programs.
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Manage project scope, timelines, budgets, risks, dependencies, and resource allocation.
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Establish and drive delivery governance, project reporting, and stakeholder communication.
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Ensure successful delivery aligned with business objectives, quality standards, and client expectations.
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Manage multiple concurrent projects and coordinate cross-functional teams across business and technology functions.
ServiceNow Solution Leadership
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Provide technical and functional leadership across ServiceNow initiatives.
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Drive solution design and implementation for ServiceNow SPM and related platform capabilities.
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Oversee development of custom applications using ServiceNow App Engine.
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Lead integration strategy and execution with enterprise applications, cloud platforms, and third-party systems.
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Ensure adherence to ServiceNow architecture, development standards, and platform best practices.
Stakeholder & Client Management
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Act as the primary point of contact for business, client, and executive stakeholders.
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Conduct governance meetings, including Weekly Status Reviews (WSR), Monthly Status Reviews (MSR), and Steering Committee (SteerCo) meetings.
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Manage escalations, risks, and issue resolution to ensure delivery success.
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Collaborate with business teams to translate requirements into scalable ServiceNow solutions.
Required Skills & Experience
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10+ years of overall IT experience with at least 5+ years in ServiceNow delivery leadership roles.
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Strong hands-on and delivery experience in ServiceNow Strategic Portfolio Management (SPM), including Demand Management, Project Portfolio Management (PPM), Resource Management, Agile Development, and Portfolio Planning.
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Proven experience delivering enterprise-scale ServiceNow programs from inception through production support.
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Strong experience in ServiceNow Custom Application Development (App Engine) and platform extensibility.
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Extensive experience designing and delivering ServiceNow integrations using REST/SOAP APIs, Integration Hub, MID Server, and third-party enterprise applications.
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Demonstrated ability to lead technical teams, architects, developers, and business stakeholders.
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Strong understanding of ServiceNow platform architecture, governance, release management, and best practices.
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Excellent stakeholder management, communication, leadership, and problem-solving skills.
Preferred Qualifications
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ServiceNow Certified System Administrator (CSA).
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ServiceNow Certified Implementation Specialist (CIS-SPM) or equivalent ServiceNow certifications.
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ITIL Foundation certification.
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Experience working in global enterprise environments and managing distributed delivery teams.
