Role Overview:This Technical Delivery Lead role oversees the end-to-end delivery of CMDB and ITOM initiatives, managing technical teams, ensuring solution quality, mitigating risks, and driving successful project execution within defined scope, schedule, and budget.
Key Responsibilities:- Lead the design, development, and optimization of enterprise-scale ServiceNow solutions across ITSM, ITAM, CMDB, TSOM, and related platform capabilities.
- Build and enhance ServiceNow workflows, automation, scripts, business rules, integrations, and service operations processes for incident, request, problem, change, and QA use cases.
- Work closely with product owners, architects, business stakeholders, and engineering teams to translate requirements into scalable, secure, and customer-centric technical solutions.
- Lead ServiceNow integration efforts with telecom order management, OSS/BSS, and other enterprise systems using APIs, middleware patterns, and reusable frameworks.
- Support data migration and platform modernization efforts, including transformation of ITSM, CMDB, and TSOM data into ServiceNow.
- Provide technical leadership for development standards, code quality, architecture reviews, governance, and mentoring of ServiceNow developers.
- Drive innovation across the platform, including Service Portal enhancements, triage tools, email-to-ticket flows, ServiceNow-to-GitHub integration, Spec Driven Development, NOW Assist, and AI-enabled development capabilities.
- Champion DevSecOps practices, CI/CD security automation, observability, dashboards, monitoring, and production support to improve platform reliability and release readiness.
- Coordinate with Quality Assurance teams to validate performance, regression testing, technical requirements, and release readiness.
- Create and maintain technical documentation, evaluation plans, test results, recommendations, and reports that support platform delivery and operational excellence.
- Stay current with ServiceNow, AI, telecom, and enterprise technology trends to inform platform strategy, architecture, and continuous improvement.
- Other duties and responsibilities as assigned.
Required Skills:- ServiceNow CMDB and ITOM expertise
- Technical project delivery and program management
- Resource planning and team leadership
- Agile and waterfall methodologies
- Risk, issue, and dependency management
- Client and stakeholder engagement
- Technical architecture understanding
- Budget and delivery governance
Qualifications:- Bachelor's degree in computer science, engineering, information systems, or a related technical field; master's degree preferred.
- 8+ years of experience delivering enterprise IT or software solutions, including at least 3 years of hands-on ServiceNow development in complex, multi-system environments.
- Demonstrated ability to design and build ServiceNow solutions that support service operations, configuration data, telecom service workflows, and cross-functional business processes.
- Experience developing maintainable platform logic, workflow automation, data structures, and integrations that connect ServiceNow with upstream and downstream enterprise applications.
- Experience contributing to technical design decisions, code quality practices, reusable patterns, peer reviews, and delivery standards across a development team.
- Experience supporting production applications, including release readiness, troubleshooting, monitoring, regression validation, and collaboration with quality assurance or operations teams.
Preferred Skills:- 2+ years of telecommunications, cable, broadband, or similar operational technology experience, with working knowledge of how commercial services move from order intake through fulfillment, support, and assurance.
- Preferred experience applying automation or AI-assisted development practices to improve analysis, testing, documentation, code review, or software delivery efficiency.
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified System Administrator (CSA)
