Manager, ServiceNow Technical Delivery

Manages and coordinates the end-to-end delivery of ServiceNow implementation projects, enhancements, and releases across SOPC. It drives implementation partners to meet agreed scope, timelines, quality standards, and delivery commitments. Acting as the primary point of coordination between vendors, internal technical teams, and business stakeholders, the role ensures project activities, dependencies, risks, and deliverables are actively managed.

• Develop, maintain, and track detailed project plans, milestones, deliverables, dependencies, and resource commitments.
• Oversee implementation activities across vendors, internal technical teams, and business stakeholders, monitoring progress to identify delays and risks and drive corrective actions to maintain delivery timelines.
• Provide regular, accurate project status updates and escalate critical issues in a timely manner.
• Ensure project activities comply with established SOPC project governance, change management, and release processes, and maintain accurate project documentation, action logs, risk registers, and decision records.
• Track required project deliverables and approvals throughout the implementation lifecycle.
• Manage the execution of ServiceNow implementation projects, enhancements, integrations, and releases across multiple workstreams, and oversee technical activities including development, integrations, testing, UAT, deployment, and hypercare.
• Track technical dependencies, environment readiness, defects, and release prerequisites, and ensure delivery milestones and acceptance criteria are met before progressing to subsequent project phases.
• Act as the primary day-to-day contact for ServiceNow implementation partners, tracking vendor commitments, assigned actions, deliverables, and deadlines, ensuring timely follow-up and closure, and validating vendor progress reports against actual deliverables and supporting evidence.
• Identify delivery gaps, missed commitments, and quality concerns, drive resolution and escalation, and ensure vendors submit required documentation, technical designs, test results, and handover materials.
• Oversee testing schedules, UAT execution, defect resolution, stakeholder sign-offs, open defect remediation, retesting, closure, go-live readiness assessments, deployment activities, and post-go-live support, and ensure outstanding issues, risks
• And dependencies are documented before release approval.