ServiceNow Delivery Lead

ServiceNow Delivery Lead (Agile & SPM)
Required Experience:

• 8–12+ years of experience in Agile delivery, project, or program management
• 3–5+ years of ServiceNow experience, including exposure to SPM
• Experience leading delivery in mixed operational (KTLO) and project environments

Hybrid-  Walnut Creek OR Tempe, AZ - Local Candidates only, please

W2 - 5 month Contract to hire
Rate:  $65 - $75/hr.
W2 ONLY - No C2C, 1099, or Sponsorship
 We are seeking a ServiceNow Delivery Lead to drive execution, structure, and maturity across the ServiceNow platform. This role combines Agile leadership, delivery management, and demand governance, with a focus on enabling a small, high-impact team to effectively balance operational support (KTLO) and strategic initiatives.
This individual will manage the work (not direct reports) for a team of fewer than 15 resources (FTE and vendor), bringing clarity to priorities, improving delivery predictability, and advancing the organization toward more structured program delivery.
The ideal candidate has strong ServiceNow delivery experience, understands platform-based work, and can operate both strategically and hands-on in a fast-moving, evolving environment.Key Responsibilities
Delivery Leadership & Execution

• Lead end-to-end delivery across KTLO, enhancements, and strategic initiatives
• Drive work to completion by managing priorities, dependencies, and team focus
• Balance interrupt-driven operational work with planned delivery
• Support initiative scoping and discovery to enable larger program execution

Agile Leadership (Practical Application)

• Facilitate Agile ceremonies (daily standups, sprint planning, retrospectives)
• Monitor and actively manage story progression through the sprint lifecycle
• Adapt Agile practices to support a small, operations-heavy team
• Identify and remove blockers, ensuring timely and high-quality delivery

ServiceNow SPM & Governance

• Manage and mature usage of ServiceNow SPM modules:
  • Portfolio, Program, Project, Demand, Stories, and Dashboards
• Establish and reinforce governance across:
  • Demand intake and prioritization
  • Idea/Demand/Project lifecycle
  • Backlog structure and data quality
• Improve delivery visibility through structured workflows and reporting

Demand Management (As Assigned)

• Act as Demand Manager for assigned initiatives:
  • Validate intake quality and business value
  • Align requests to platform roadmap and strategic priorities
  • Drive demand through evaluation and prioritization processes
• Interface with stakeholders up to Director level

Reporting & Stakeholder Communication

• Deliver weekly status reporting leveraging ServiceNow dashboards:
  • Delivery progress and trends
  • Team throughput and capacity
  • Risks, blockers, and dependencies
• Translate operational activity into clear, executive-level insights

Roadmap & Strategic Planning

• Partner with the Platform Owner to:
  • Support product roadmap development and prioritization
  • Align delivery capacity with business priorities
• Help transition the team from reactive execution to structured program delivery

Coaching & Team Enablement

• Coach team members on Agile practices and delivery expectations
• Improve accountability, ownership, and communication
• Introduce scalable processes appropriate for team size and maturity

Hands-On Contribution

• Build and refine ServiceNow reports and dashboards
• Support backlog management and workflow alignment within ServiceNow
• Provide guidance on ServiceNow platform capabilities:
  • ITSM, ITOM, CMDB/CSDM

Required Experience

• 8–12+ years of experience in Agile delivery, project, or program management
• 3–5+ years of ServiceNow experience, including exposure to SPM
• Experience leading delivery in mixed operational (KTLO) and project environments
• Proven ability to bring structure to immature or evolving processes
• Strong stakeholder management skills, with experience engaging up to Director level
• Ability to operate in a hands-on, hybrid role (strategy + execution)

Preferred Certifications

• PMP (Project Management Professional)
• Certified Scrum Master (CSM) or equivalent

Nice to Have

• ServiceNow Certified System Administrator (CSA)
• ServiceNow ITSM Implementation Specialist
• ServiceNow SPM Implementation Specialist
• Prior ServiceNow platform administration or configuration experience

Work Environment & Scope

• Supports a single ServiceNow platform team (
• Responsible for managing work, not direct people management
• Operates in a developing Agile environment with opportunity to shape delivery practices
• Plays a key role in advancing SPM maturity and governance

What Success Looks Like

• Improved delivery predictability and throughput
• Successful transition from reactive work ? structured delivery
• Increased ability to scope and execute larger initiatives
• Clear, consistent visibility into team performance and outcomes
• Adoption of practical, scalable governance within ServiceNow SPM

The estimated pay range for this position is USD $65.00/Hr - USD $75.00/Hr. Exact compensation and offers of employment are dependent on job-related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.