ServiceNow Delivery Lead

Role Overview

We are looking for a ServiceNow Delivery Lead to anchor a high-visibility Systems Integration (SI) engagement. This is not a factory or enhancement role — you will lead a fixed-milestone, SI-style program, transform an agile-conditioned team into disciplined SI delivery, and drive the reinvention of how the team delivers using AI. You will own the onsite client and internal stakeholder narrative while keeping delivery on track from India. ServiceNow, Blue Prism RPA, BOT orchestration, API integrations, and SiSense analytics knowledge, delivered across both Accenture-managed and client infrastructure.

Key Responsibilities

SI Program Delivery

• Own end-to-end delivery accountability for a ServiceNow SI engagement with fixed milestones, contractual obligations, and executive-level visibility.
• Enforce SI delivery governance: milestone tracking, risk and change management, dependency management, and structured status reporting.
• Drive bottoms-up estimation from scratch — scope, effort, resource, and timeline — directly aligned to SI commercial pricing models.
• Manage scope discipline rigorously; distinguish enhancement-style requests from contractual scope and handle through formal change control.
• Own delivery of structured testing phases — SIT, E2E Integration Testing, and UAT — to formal acceptance criteria and go-live readiness gates.

Team Transformation

• Lead the shift of a ServiceNow agile/enhancement-oriented factory team into an SI delivery mindset and operating model.
• Embed SI ways of working: milestone-driven planning, formal WBS, structured estimation, change governance, and acceptance management.
• Coach the team on bottoms-up estimation discipline and how effort translates to commercial pricing and margin accountability.
• Build a high-performance onshore-offshore model with clear RACI, escalation paths, and accountability at every level.

AI-Led Delivery Reinvention

• Identify and deploy AI and GenAI tooling — Agentic workflows, AI-assisted testing, intelligent documentation and reporting — to accelerate delivery.
• Reinvent estimation, risk identification, project tracking, and stakeholder reporting using AI — moving the team from reactive to predictive delivery.
• Act as the AI transformation champion for the ServiceNow delivery practice; build repeatable frameworks that can scale beyond this engagement.

Stakeholder Management

• Own the onsite client relationship — translate delivery status into business language, manage expectations proactively, and build trust at senior and executive levels.
• Navigate internal stakeholders across practice, finance, and account leadership — align on priorities, commercials, and escalations with confidence.
• Lead steering committees, executive reviews, and governance forums with a clear, direct, and accountable communication style.

Qualifications

Must Have

• 12+ years in IT delivery, with at least 4 years leading ServiceNow implementations end-to-end.
• Proven SI delivery track record — fixed-price or fixed-milestone programs with contractual accountability and direct client-facing ownership.
• Strong commercial acumen: bottoms-up estimation, effort-to-price translation, and change control in an SI context.
• Hands-on experience shifting teams from agile/ops delivery models to structured SI ways of working.
• Excellent onsite and executive stakeholder management — credible and confident in steering committees and C-suite forums.
• Multi-methodology delivery depth: SI (Waterfall/Milestone-based), Agile, and Hybrid — and judgment on when to apply each.
• Sisense knowledge.

Strong Advantage

• Experience deploying AI or GenAI tooling within a delivery context — Agentic workflows, AI-assisted testing, intelligent PM.
• ServiceNow certifications (CIS-ITSM, CIS-CSM, or platform certifications).
• Background in Banking, Financial Services, or other regulated industries.
• Familiarity with JIRA, X-Ray, ADO, or equivalent test and PM tooling in an SI context.

What Makes This Role Different

This role sits at the intersection of ServiceNow delivery expertise, SI commercial discipline, and AI-led reinvention. You will not manage a steady-state factory. The expectation is clear: leave the delivery model better than you found it — a team that estimates with rigor, prices with confidence, delivers with discipline, and uses AI in ways that set a new benchmark for the practice.