ServiceNow Delivery Lead

Cognizant; Sydney; On-site; AUD 150,000 - 210,000; Full time

Job summary

Cognizant is seeking an experienced ServiceNow Delivery Lead to steer complex engagements for enterprise clients in Sydney. You will manage delivery from initiation to deployment, align outcomes with client expectations, and ensure value realization from ServiceNow investments.

You will lead cross-functional teams, build strong stakeholder relationships at all levels, drive governance and reporting, and continuously improve delivery models to satisfy customers and achieve project success.

Qualifications

• Experience leading ServiceNow implementations or managed services.
• Strong stakeholder management and communication skills.
• Experience with Agile, Waterfall or hybrid delivery methodologies.

Responsibilities

• Lead end-to-end ServiceNow engagements from initiation through delivery, ensuring projects are completed on time, within budget, and aligned to customer expectations.
• Build strong relationships with customers and stakeholders, acting as the primary point of contact throughout the engagement lifecycle.
• Collaborate with business and technical stakeholders to understand challenges, identify opportunities for improvement, and deliver innovative ServiceNow solutions.
• Establish clear project goals, objectives, milestones, and success criteria aligned with strategic business outcomes.
• Facilitate project governance, status meetings, steering committees, and stakeholder workshops to ensure transparency and alignment.
• Prepare and deliver executive-level reporting, including project updates, milestones achieved, risks, issues, decisions, action items, and change requests.

Skills

Engagement management

ServiceNow delivery

Stakeholder management

Job description

We are currently seeking an experienced ServiceNow Delivery Lead to lead complex ServiceNow engagements and drive successful project outcomes for enterprise clients.

This role provides the opportunity to work closely with customers, stakeholders, and delivery teams to ensure programs are delivered on time, within budget, and to the highest standards of quality. You will play a critical role in managing client relationships, driving delivery excellence, and ensuring customers realise maximum value from their ServiceNow investments.

As a trusted advisor, you will oversee project execution from initiation through to deployment, while fostering strong stakeholder engagement and maintaining a relentless focus on customer satisfaction.

Key Responsibilities

• Lead end-to-end ServiceNow engagements from initiation through delivery, ensuring projects are completed on time, within budget, and aligned to customer expectations.
• Build strong relationships with customers and stakeholders, acting as the primary point of contact throughout the engagement lifecycle.
• Collaborate with business and technical stakeholders to understand challenges, identify opportunities for improvement, and deliver innovative ServiceNow solutions.
• Establish clear project goals, objectives, milestones, and success criteria aligned with strategic business outcomes.
• Facilitate project governance, status meetings, steering committees, and stakeholder workshops to ensure transparency and alignment.
• Prepare and deliver executive-level reporting, including project updates, milestones achieved, risks, issues, decisions, action items, and change requests.
• Manage project scope, schedules, budgets, and resource allocation to ensure successful delivery outcomes.
• Proactively identify and mitigate risks, manage escalations, and resolve issues before they impact project delivery.
• Ensure customers have clear visibility into project progress, delivery methodology, and governance processes.
• Coordinate knowledge transfer, training, and handover activities to support successful adoption and transition to support teams.
• Maintain strong stakeholder engagement by ensuring appropriate communication, consultation, and involvement throughout project delivery.
• Drive customer satisfaction by managing expectations, delivering quality outcomes, and ensuring all agreed deliverables are completed and formally accepted.
• Support continuous improvement initiatives across delivery processes, engagement models, and project governance practices.

Skills & Experience

• Extensive years of project leadership, program delivery, or consulting experience within enterprise technology environments.
• Experience as an Engagement Manager, Project Manager, or Delivery Manager leading ServiceNow implementations or managed service engagements.
• Strong understanding of ServiceNow delivery methodologies, implementation lifecycles, and platform capabilities.
• Proven experience managing complex professional services engagements with multiple stakeholders and workstreams.
• Strong project planning, estimation, forecasting, and budget management experience.
• Demonstrated ability to lead cross-functional delivery teams and coordinate resources across multiple projects.
• Excellent stakeholder management skills, with the ability to build trusted relationships at executive, business, and technical levels.
• Strong communication and presentation skills, with the ability to clearly articulate complex concepts to both technical and non-technical audiences.
• Proven track record of delivering high levels of customer satisfaction in complex enterprise environments.
• Experience managing project risks, issues, dependencies, and change control processes.
• Strong analytical and problem-solving skills with a proactive, solution-oriented mindset.
• Proficiency with project management and productivity tools, including Microsoft Office and enterprise project management platforms.
• Experience working within Agile, Waterfall, or hybrid delivery methodologies.
• Strong commercial awareness and ability to balance customer outcomes with project constraints and delivery commitments.

Cognizant is committed to providing Equal Employment Opportunities.

Successful candidates will be required to undergo a background check.