Service Delivery - Client Service Delivery Lead - 139710-1

ServiceNow Delivery Lead

Overview

We are seeking an experienced ServiceNow Delivery Lead to oversee the end-to-end delivery of ServiceNow solutions. This role requires strong leadership, delivery governance, Agile execution, and the ability to manage cross-functional technical and functional teams.

Key Responsibilities

• Lead the successful delivery of ServiceNow solutions, ensuring alignment with requirements, best practices, and the agreed product backlog and roadmap.
• Oversee day-to-day delivery activities and ensure smooth execution across all workstreams.
• Manage functional and technical teams including Business Analysts, Technical Architects, Technical Leads/Developers, and Testing teams to ensure aligned priorities and seamless delivery.

Delivery Management & Governance

• Manage and resolve impediments; proactively identify risks, issues, and escalations with clear mitigation plans.
• Ensure compliance with governance frameworks, delivery processes, quality standards, and internal controls.
• Participate in planning sessions, capacity assessments, and effort estimation to support accurate forecasting and sprint readiness.

Stakeholder & Team Management

• Act as the primary point of contact for stakeholders and internal teams, maintaining strong communication, alignment, and expectation management.
• Coach and mentor team members, supporting best practices and delivery excellence.
• Promote a culture of accountability, continuous improvement, and effective collaboration.
• Conduct proactive program risk management and highlight potential delivery risks with recommended mitigation steps.

Agile Delivery Execution

• Lead delivery using Agile methodologies, ensuring effective sprint planning, backlog prioritisation, and release management.
• Collaborate closely with Product Owners, Architects, and Developers to ensure requirement clarity and timely delivery.

Continuous Improvement & Quality Assurance

• Drive continuous improvement across processes, tools, and delivery practices.
• Conduct structured reviews, perform risk assessments, and ensure adherence to ServiceNow standards to maintain high-quality outputs.

Desirable Experience

• Background in the financial services industry is beneficial.
• Consulting experience or a consulting mindset is advantageous.