ServiceNow Delivery Lead

Deloitte Private; Wellington; Hybrid; NZD 120,000 - 160,000; Full time

Benefits offered by this job

Flexible work arrangements

Subsidised health insurance

22 days annual leave

Income protection insurance

Job summary

Deloitte New Zealand in Wellington is seeking a ServiceNow Delivery Lead to steer end-to-end engagements, aligning client outcomes with governance and delivery plans. You will coordinate multidisciplinary teams, guiding architects and developers, and maintaining momentum while building trusted relationships with government agencies and senior stakeholders.

You will lead client workshops, manage scope and risks, and ensure delivery excellence without hands-on coding, leveraging your ServiceNow

Qualifications

• 5+ years of experience in consulting and delivery leadership.
• Proven experience leading complex client engagements and multidisciplinary delivery teams.
• Strong consulting capability including workshop facilitation and stakeholder management.
• Solid understanding of the ServiceNow platform and its implementation lifecycle.
• Experience managing scope, plans, budgets, risks, dependencies, governance and client expectations.
• Experience in the public sector or working with government agencies is advantageous in NZ.
• ITIL knowledge and ServiceNow certifications are advantageous but not the primary focus.

Responsibilities

• Lead end-to-end delivery of ServiceNow engagements with accountability for scope, outcomes, plan, governance, risks and client expectations.
• Build trusted relationships with senior client stakeholders using a consultative approach.
• Facilitate client workshops to define requirements and translate them into actionable work for teams.
• Provide delivery leadership across multidisciplinary teams, coordinating architects, developers and business analysts.
• Own delivery governance and reporting, including progress, milestones, risks, issues and decisions.
• Lead Agile delivery across ServiceNow programmes using Scrum or Kanban and adapt as needed.
• Ensure solutions align to client outcomes and ServiceNow best practices; mentor team members.

Skills

Delivery leadership

Stakeholder management

Workshop facilitation

ServiceNow

Agile delivery

Governance

Tools

ITSM

ITOM

HRSD

SPM

CSM

SecOps

GRC

Job description

Company Description

Join us. But be you. At Deloitte, you’ll do more than just join something, you’ll add something. You’ve found a place that values your curiosity, passion, and desire to work alongside brilliant people on the things that really matter. There really is only one question: What impact do YOU want to make?

Our Enterprise Technology & Performance team is looking for a ServiceNow Delivery Lead in our Wellington office!

About this team:

As a key member of our ServiceNow practice, you will lead the successful delivery of complex ServiceNow engagements, working closely with clients to understand their business priorities, shape practical solutions and guide multidisciplinary teams from mobilisation through to implementation. Your focus will be on client leadership, delivery governance and translating business outcomes into clear direction for technical teams.

You will join a collaborative team focused on delivering strong client outcomes. You will bring consulting judgement, ServiceNow delivery experience and the ability to lead clients and delivery teams through complex programmes. This is not a hands‑on technical build role. You will provide enough ServiceNow platform knowledge to challenge, guide and connect technical specialists with client objectives, while maintaining strong governance, momentum and trusted client relationships.

Job Description

What will your typical day look like?

Lead end-to-end delivery of ServiceNow engagements, with accountability for scope, outcomes, delivery plan, governance, risks, dependencies and client expectations.

Build trusted relationships with senior client stakeholders, using a consultative approach to understand business priorities, clarify outcomes and guide delivery decisions.

Facilitate client workshops to define business requirements, priorities and success measures, then translate these into clear direction and actionable work for functional and technical teams.

Provide delivery leadership across multidisciplinary teams, coordinating ServiceNow architects, developers, business analysts and client stakeholders to maintain momentum and quality.

Own delivery governance and reporting, including progress, milestones, risks, issues and decisions, and communicate clearly with both technical and non-technical stakeholders.

Lead Agile delivery across ServiceNow programmes, using Scrum, Kanban or other appropriate methods while adapting the approach to the needs of the client and engagement.

Apply strong working knowledge of ServiceNow modules such as ITSM, ITOM, HRSD, SPM, CSM, SecOps and GRC to guide conversations and delivery, without being the hands‑on technical lead.

Partner with technical specialists to ensure proposed solutions remain aligned to client outcomes, delivery commitments and good ServiceNow practice.

Build and nurture relationships with key stakeholders, including government agencies, positioning Deloitte as a trusted ServiceNow delivery and transformation partner.

Identify delivery opportunities and contribute to shaping new work, proposals and client conversations within the ServiceNow practice.

Mentor and develop team members, supporting strong consulting capability, collaboration and consistent delivery standards.

Qualifications

Enough about us, let’s talk about you. You are someone with:

5+ years of experience in consulting and delivery leadership, ideally within ServiceNow or enterprise technology transformation.

Proven experience leading complex client engagements and multidisciplinary delivery teams, with accountability for outcomes rather than hands‑on technical configuration.

Strong consulting capability, including workshop facilitation, stakeholder management, problem solving, executive communication and translating business needs into delivery priorities.

Solid understanding of the ServiceNow platform and its implementation lifecycle, with the credibility to work effectively with architects, developers and functional specialists.

Experience managing scope, plans, budgets, risks, dependencies, governance and client expectations across technology programmes.

Experience in the public sector or working with government agencies is advantageous, particularly in a New Zealand context.

Working knowledge of ITIL and ServiceNow delivery practices. ServiceNow certifications such as CSA or CIS are advantageous but are not the primary focus of this role.

Additional Information

So, who is Deloitte in Aotearoa?

We are driven to create an impact that matters at every opportunity. Supported by a strong leadership team and member firms from over 150 countries across the globe, Deloitte New Zealand is in the business of solving complex problems.

Over our 175‑year history, we have built a reputation for impactful delivery across audit and assurance, consulting, financial advisory, risk advisory, tax, and technology services.

Deloitte in Aotearoa recognises the uniqueness of our country identified in our founding document, Te Tiriti o Waitangi. We uphold our responsibility(s) to the founding document and acknowledge Māori as the Tangata Whenua/Indigenous people.

Our workplace and culture

We are driven by our desire to create positive outcomes for our clients, communities, and people. Our purpose is to make an impact that matters. Everything we do is with intent - the intent to make a meaningful difference.

Our shared values are at the heart of everything we do. Living these values, including ‘taking care of each other’ and ‘fostering inclusion’, is essential to ensuring everyone feels included at work and able to reach their full potential.

For us to succeed and thrive as an organisation, we understand the importance of creating a culture where diverse perspectives matter and where everyone is given an equal opportunity to grow and develop.

Deloitte New Zealand rewards

We hold a simple belief – that our people’s hard work should be recognised and rewarded beyond their remuneration.

We have reimagined what ‘work’ looks like and how we can empower all our people to create a work experience that is distinct to their needs. Founded on concepts of trust, balance, wellbeing and the importance of personal connection, this is the Deloitte experience.

We offer

• Flexible work arrangements – work in a way that suits you, us and our clients best
• Subsidised professional qualifications and paid professional memberships
• Subsidised health insurance
• Income protection insurance
• 22 days annual leave
• Social events, social sports teams, and monthly firm drinks
• A focus on wellness and well‑being
• A focus on the environment and sustainability
• Plus much more

We believe the strongest teams are made up of diverse individuals and we are proud to be an equal opportunities employer. We recognise that women and individuals from under‑represented backgrounds may hesitate to apply if they don't meet all criteria.