Delivery Manager

Primary Purpose of Role The Senior Manager, IT Delivery – ServiceNow Platform & Web Applications is responsible for delivery, governance, and continuous improvement of enterprise ServiceNow solutions while overseeing a portfolio of web applications, and content management technologies that support customer, employee, and business-facing experiences. This role is primarily focused on ServiceNow platform leadership, representing approximately 70% of responsibilities, including platform strategy, roadmap execution, governance, development oversight, integrations, operational excellence, and business process transformation initiatives. The remaining 30% focuses on enterprise web applications, digital experience platforms, content management systems, and related technologies that enable effective digital engagement and information delivery. The position ensures technology solutions are delivered effectively, aligned with business objectives, and compliant with enterprise architecture, security, and governance standards. The Senior Manager is accountable for delivery outcomes, platform performance, technical quality, stakeholder engagement, team development, and continuous improvement across ServiceNow and web application capabilities. Key Responsibilities ServiceNow Platform Leadership - Platform Strategy & Delivery Own the ServiceNow platform delivery strategy, roadmap execution, and governance model. Lead end-to-end delivery of ServiceNow initiatives across ITSM, ITOM, HRSD, SPM, CMDB, CSM, Asset Management, and other enterprise capabilities. Partner with IT Product Owners to develop and execute product roadmaps, evaluate solution options, refine requirements, and prioritize product backlogs in alignment with business objectives and technology strategy. Lead delivery teams in executing roadmap initiatives and platform enhancements while ensuring alignment to enterprise architecture and operational standards. Accountable for the successful delivery of platform capabilities and strategic initiatives, ensuring commitments are met for scope, quality, schedule, budget, and business value. Drive adoption of ServiceNow capabilities to improve business processes, workflow automation, and operational efficiency. Platform Governance & Technical Leadership Provide leadership for ServiceNow architecture, development, administration, integrations, and platform operations. Establish platform standards, development practices, governance processes, and operational procedures. Oversee platform upgrades, releases, performance optimization, technical debt reduction, and lifecycle management. Ensure platform scalability, reliability, security, compliance, and maintainability. Collaborate with Enterprise Architecture, Infrastructure, Security, and Data teams to ensure alignment with enterprise standards. Delivery Management & Operational Excellence Lead Agile delivery teams responsible for platform enhancements, implementations, support, and continuous improvement initiatives. Manage platform demand intake, prioritization, release planning, and resource allocation. Monitor delivery performance, risks, dependencies, budgets, and resource utilization. Ensure adherence to SDLC, Agile, change management, release management, cybersecurity, SOX, and governance requirements. Drive continuous improvement initiatives focused on delivery effectiveness, platform stability, automation, and operational excellence. Web Applications & Digital Platform Leadership (30%) Lead the delivery, enhancement, and support of enterprise web applications, digital experience platforms, content management systems, intranet solutions, and customer-facing digital properties. Provide oversight for technologies such as Sitefinity, Adobe Experience Manager (AEM), Optimizely, Sitecore, SharePoint, Drupal, WordPress Enterprise, and similar enterprise web and content management platforms. Collaborate with IT Product Owners to develop and execute product roadmaps, evaluate solution options, refine requirements, and prioritize product backlogs in alignment with business objectives and technology strategy. Lead delivery teams in the execution of roadmap initiatives, ensuring secure, scalable, accessible, and high-quality solutions are delivered on time and aligned with enterprise standards. Accountable for the successful delivery of product enhancements, platform capabilities, and strategic initiatives, including planning, execution, risk management, stakeholder communication, and realization of expected business outcomes. Guide technical teams through application design, integration development, testing, deployment, and support activities. Promote modern software engineering practices, automation, performance optimization, and continuous improvement across web platforms. Team Leadership & Talent Development Directly manage ServiceNow developers, administrators, digital application development resources, and third-party partner/vendor resources supporting platform and application delivery. Establish team goals, performance objectives, and development plans aligned with organizational priorities. Conduct performance reviews, coaching sessions, career development discussions, and succession planning activities. Build a high-performing team culture focused on accountability, collaboration, innovation, and continuous learning. Manage team capacity, workforce planning, staffing strategies, and vendor resources to support delivery commitments. Stakeholder Management Serve as a trusted technology partner to IT Product Owners, business leaders, and functional stakeholders. Communicate roadmap priorities, delivery status, risks, dependencies, and technical recommendations to leadership. Facilitate alignment across product, business, technology, architecture, security, and vendor teams. Drive stakeholder engagement and ensure expectations are effectively managed throughout the delivery lifecycle. Quality, Governance & Compliance Ensure compliance with SDLC, Agile, cybersecurity, SOX, audit, and governance requirements. Establish quality standards and oversee testing, release readiness, defect management, and production support processes. Monitor platform and application performance metrics and drive corrective actions when necessary. Ensure documentation, knowledge transfer, and operational readiness are consistently maintained Key Performance Measures ServiceNow Platform Success Platform reliability, availability, adoption, and operational performance. Delivery of roadmap initiatives within scope, budget, and timelines. Successful execution of releases, upgrades, and enhancement programs. Increased automation, efficiency, and business process optimization. Web Application Success Availability, stability, and performance of web and digital platforms. Successful delivery of modernization and enhancement initiatives. User satisfaction and adoption of digital capabilities. Delivery Excellence On-time and on-budget delivery of initiatives. Achievement of scope, quality, and business outcomes. Effective risk, issue, and dependency management. Team & Vendor Leadership Team engagement, retention, capability development, and performance outcomes. Effective management of third-party partner/vendor delivery performance. Workforce planning and resource optimization. Business Outcomes Stakeholder satisfaction and business value realization. Improved operational efficiency and digital adoption. Delivery of strategic roadmap objectives. Competencies and Behaviors The Highest Standards in Everything We Do Takes responsibility to deliver and can be counted on to deliver results in the right way Drive a Positive Customer Experience Practices active listening to understand stakeholder needs Gains the trust of others through active engagement Improve the Way the World Works: Learn and adapts quickly when facing new problems Seeking out the opportunity to work on unfamiliar things and innovate Teamwork Participates in matrix teams to achieve work outcomes Steps up to either lead or participate in matrix teams to achieve work outcomes Experience & Qualifications Education Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related field, or equivalent experience. Required 8+ years of experience in IT, enterprise platform delivery, or application development. 5+ years of experience leading technical delivery teams and vendor-supported delivery models. Extensive experience managing ServiceNow platform development, administration, governance, integrations, and implementation programs. Experience partnering with IT Product Owners in a product-based delivery model. Experience managing enterprise web applications, CMS/DXP platforms, and digital solutions. Strong understanding of Agile, Scrum, SDLC, DevOps, release management, and governance frameworks. Experience managing multiple concurrent initiatives in a matrixed environment. Strong leadership, communication, stakeholder management, and problem-solving skills. Preferred Experience with ServiceNow modules including ITSM, ITOM, HRSD, SPM, CSM, CMDB, and Asset Management. ServiceNow certifications (CSA, CAD, CIS, or equivalent). Experience with CMS/DXP platforms such as Sitefinity etc., Experience leading globally distributed teams and third-party delivery partners. Experience supporting digital transformation and workflow automation initiatives. Scope Factors Lead ServiceNow and web application teams, including internal staff and third-party partners. Oversee enterprise web applications. Establish delivery governance, standards, and best practices across all platforms. Manage vendor relationships, resource planning, and delivery performance. Support enterprise modernization, automation, and digital transformation initiatives. Ensure compliance with enterprise security, audit, and governance requirements. Travel Expectations Up to 25% travel, domestic and international. Ability to support global teams across multiple time zones.