ServiceNow Delivery Manager

Job Title

ServiceNow Delivery Manager at GHD

Join to apply for the ServiceNow Delivery Manager role at GHD.

Location : North Sydney, New South Wales, Australia

Salary : A$180,000.00 – A$200,000.00

Responsibilities

• Build and lead a high‑performing Service Delivery Team, consisting of scrum masters, developers, admins and Business Analysts.
• Provide leadership, support and guidance to team members, enabling them to achieve goals and deliver quality work.
• Ensure ITIL and Agile principles are embedded within the team’s delivery and operational approach and operate within a governance framework.
• Act as the primary point of contact for stakeholders, functional leads and escalations.
• Conduct sprint prioritisation meetings with stakeholders and functional leads.
• Oversee ticket queues and ensure appropriate ticket prioritisation based on SLAs and capacity.
• Ensure Agile process ceremonies are performed and provide regular progress updates, risk logs to the Platform Manager.
• Apply ITIL best practices to manage incidents, service requests, changes, and problems.
• Drive proactive continual improvement of the ServiceNow platform, agile process and operational activities through metrics and feedback.
• Collaborate with cross‑functional teams including developers, Business Analysts, testers and Product Owners.
• Maintain relationships with ServiceNow Customer Success Teams and Professional Services.
• Participate in governance forums, produce operational metrics, and maintain compliance.

Qualifications

Contact

Contact : Lloyd Hall‑Towers

GHD is an equal opportunity employer, and we want everyone to be able to fully participate in our recruitment process. We value a diverse workforce and an inclusive culture. We encourage applications from Aboriginal and Torres Strait Islander peoples and people of all identities.

GHD embraces hybrid work arrangements to create a work environment focused on well‑being, flexibility, and productivity where our people can thrive. This supports the diverse needs of our workforce while balancing the benefits of remote working with the value of face‑to‑face collaboration in the office.

No agency resumes will be accepted at this stage.

Seniority Level

Director

Employment Type

Full‑time

Job Function

Science, Information Technology, and Customer Service

Industries

Civil Engineering, Industrial Machinery Manufacturing, and Environmental Services

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