Overview Main purpose of this role is to support the overall ESM program to ensure technical delivery excellence. This role provides thought leadership, reviews delivery plans, mitigates risk and ensures alignment for planned releases. Manages coordination, communications and relationships with the ESM IT DevSecOps teams, solution architects, platform team, vendors and business partners on the ServiceNow platform. Ensures alignment across unrelated projects to ensure consistent governance and Agile methodologies are followed. Responsibilities include exploring new business IT initiatives, technology consulting, IT Service delivery, value realization and proposal development and funding approvals. The position ensures business value through technology leverage and IT cost, quality and process efficiency. We are looking for an experienced and driven Client Delivery Lead to lead our Enterprise Service Management program’s service excellence and employee experience programs. The ideal candidate will have a strategic mindset, a deep knowledge of professional services, adoption strategies, and organizational change management, a history of delivering value to customers, and a passion for helping our customers reach their desired outcomes. This role requires a strong action orientation, an ability to handle uncertainty, and leadership skills to influence outcomes through internal and external teams. Own and execute the customer’s overall adoption strategy, creating & updating the customer’s comprehensive value delivery plan to achieve their goals. Responsibilities Project Delivery: Manage & coordinate end-to-end delivery, from planning to realization, across various internal and external workstreams to ensure timely and successful implementation of automation solutions. Value Management: Advise the customer on how to define, deliver & realize value that aligns with their goals. Operational Excellence: Create and maintain workstream plans, timelines, and deliverables, and follow technical governance and success milestones. Client Engagement: Be the main contact for product owners, building and maintaining strong relationships. Understand client needs and requirements, work with cross-functional teams to adapt success strategies accordingly. Client Relationship Management: Build and sustain strategic relationships with key clients, becoming a trusted advisor on automation strategies. Work closely with clients to understand their strategic goals and tailor automation solutions to optimize business impact. Operational & Technical Expertise: Understand ServiceNow, automation technologies and the operational, technical & change management best practices required to succeed and drive transformation. Innovation & Thought Leadership: Keep up with industry trends, emerging technologies, and best practices in ServiceNow, Mobile/Web Technologies, Automation and Agile Technical Delivery. Develop and share thought leadership content and insights with clients to drive innovation. Team Collaboration: Work with internal technical teams, Service Design, Portal, Knowledge, and other stakeholders to ensure a consistent and customer-centric approach. Communicate client expectations and requirements to the adoption teams. Monitor and manage execution to plan. Issue Resolution: Collaborate with clients and internal teams to solve problems. Resource & Vendor Management: Lead large, multi disciplinary teams of Technical Scrum masters, architects, designers, developers, quality assurance analysts, and stakeholders, to ensure the project milestones are met or exceeded and client expectations are satisfied. Qualifications 10+ years of professional experience in IT Delivery and/or consulting experience - 3+ years of experience running Service Mgmt projects - 3+ years of people and vendor management. At least 8 years of solution delivery experience in solutions delivery, showcasing the ability to lead and manage complex projects. Software development background: A strong foundation in software development, testing, or technical consulting, particularly with the ServiceNow platform and applications Tools: • ServiceNow (ServiceNow Certified System Administrator (CSA) Certification is a plus) • Microsoft Office 365 • Azure DevOps (ADO), Clarity, SAP • SAAS/PAAS concepts and implementation knowledge • Cloud Computing concepts • Information Security (ISA, SSO, TPSRM) • Strong Collaboration Technologies Capability - O365 • ADO, Clarity, SAP. Program-scaled Release Management expertise: Proficient in SAFe Agile methodologies and managing Scrum teams for project management and delivery. • Understanding of build and deployment of platforms, tools, and services • Strong root cause analysis, debugging and troubleshooting skills • Experience with production issues and driving escalations • Executive presence, maturity, and savvy to lead and collaboratively guide Business and technology teams • Resource Capacity Planning • Capability to manage multiple vendor relationships to ensure effective design, delivery, and governance of the program • Coaching/Facilitation skills • Financial Estimations, Forecasting and Budgeting • Process Automation mindset • Demonstrated ability to translate complex technical topics / issue to nontechnical partners / stakeholders • Understanding of Integration with other applications is a plus. The position requires strong communications skills, collaboration, adaptability, escalations and work reprioritization due to rapidly changing Enterprise Service Management and Knowledge Management business conditions influenced by program requirements, risk management and driving positive digital employee experiences. Would like experience in Process Excellence and Automation to streamline existing processes.
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