ServiceNow Technical Delivery Lead

ServiceNow Technical Delivery Lead Job Description Template

Our company is looking for a ServiceNow Technical Delivery Lead to join our team.


  • Ensure ServiceNow best practices are implemented and recommend out of the box solutions where appropriate;
  • Lead upgrade initiatives and ensure platform currency;
  • Ensure efficient solution design; review and weigh in on solution design from the team and vendors;
  • Liaise with vendors to ensure smooth post implementation support;
  • Ensure proper documentation of ServiceNow solutions according to standards;
  • Keep up-to-date on ServiceNow functionality and make recommendations on how new features can be used to enhance business processes;
  • Continuously improve methods and practices to achieve increased quality and value delivery;
  • Report and analyze metrics on throughput, cycle time, flow efficiency;
  • Act as a technical leader and subject matter expert across all aspects of the ServiceNow platform and solutions;
  • Build strong relationships with business stakeholders; manage issues through closure;
  • Manage the ServiceNow end-to-end delivery team ensuring maximum and efficient delivery of value;
  • Lead ServiceNow incident management, service requests and initiatives delivery.


  • Excellent interpersonal relations and demonstrated ability to effectively work with multiple stakeholders;
  • ServiceNow Certified System Administrator (CSA) certification;
  • Thorough understanding of ITIL processes and ITSM;
  • 5+ years experience in solutions delivery with proven experience in agile technical practices and work management (ex. Kanban);
  • Follow all Safe Job Procedures, Safe Work Practices, and Company Rules;
  • If hired, a Criminal Background Check will be required;
  • 2+ years in a ServiceNow delivery leadership role;
  • Legally eligible to work in Canada;
  • Ability to coach team members in end-to-end delivery;
  • Experience with the base platform, IT Service Management modules implementation, CreateNow a must;
  • 2+ years ServiceNow technical hands-on experience to code, configure and build complex solutions.