Delivery Manager ServiceNow

Cognizant Technology Solutions Asia Pacific Pte Ltd; Singapore; On-site; SGD 100,000 - 140,000; Full time

Job summary

A leading technology solutions provider in Singapore is looking for a Senior Project Manager who has robust experience with ServiceNow. In this dual role, you will oversee project delivery, manage a development squad, and gather business requirements. With 7-8 years in application development and at least 4 years in ServiceNow, you will ensure compliance with government frameworks and drive business value through effective solution implementation. The position offers a dynamic work environment with opportunities for professional growth.

Qualifications

• 7-8 years of experience delivering application development projects.
• At least 4 years of experience in ServiceNow in enterprise/government environments.

Responsibilities

• Track project timelines and resources.
• Oversee automated testing frameworks and CI/CD pipelines.
• Conduct workshops to gather business requirements.

Skills

Agile project management

Backlog management

Release planning

Governance & compliance

Stakeholder engagement

Documentation

Business analysis

Solution adoption

Education

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Implementation Specialist (ITSM/HRSD)

Certified Scrum Master

Tools

ServiceNow

Gitlab

JIRA

Job description

Role Overview

We are seeking a Senior Project Manager with strong ServiceNow experience, who will also perform Business Analyst responsibilities. This dual role involves overseeing project delivery, managing a development squad, gathering business requirements, and ensuring compliance with government frameworks.

Scope of Work

The Senior Project Manager will be responsible for:

Project Management

• Track project timelines, resources, risks, and change requests.
• Oversee automated testing frameworks and CI/CD pipelines.
• Ensure adherence to client's guideline.
• Manage client's provided environments, deployments, and data migration.
• Deliver first initiative within 6 months; subsequent releases every 4-6 months.
• Manage sprints, releases, and risks using SGTS tools (e.g., Gitlab, JIRA).
• Develop and maintain a product roadmap aligned with business objectives.

Business Analysis

• Conduct workshops to gather business requirements and processes.
• Maintain and prioritize product backlog.
• Define and validate user stories and acceptance criteria.
• Perform gap analysis between current and future state processes.
• Support UAT, including test case preparation and acceptance validation.
• Ensure solutions deliver business value and measurable KPIs.

Stakeholder Management & Support

• Conduct discovery sessions and requirement workshops.
• Communicate progress and risks to stakeholders.
• Provide end-user training and onboarding materials.
• Ensure smooth adoption of ServiceNow solutions.
• Support change management and adoption planning.

Documentation & Knowledge Management

• Develop and maintain SOPs, user manuals, and process documentation.
• Maintain system architecture and integration specifications.
• Maintain a knowledge base for recurring issues and resolutions.

System Maintenance & Support

• Establish and enforce response time SLAs for support categories.
• Maintain dedicated capacity within the team rotation to balance maintenance and new development.
• Categorize and prioritize maintenance items, bug fixes, performance improvements, and enhancements in the product backlog during grooming sessions.
• Conduct regular health checks (including batch job monitoring) and provide performance analysis during sprint reviews and retrospectives.
• Establish and track KPIs (system health, application performance, availability), with automated alerting thresholds.
• Integrate maintenance & monitoring activities into sprint cycles, allocating story points and expedited processes for critical fixes.

Job Requirements

Experience

• 7-8 years delivering application development projects with at least 4 years experience in ServiceNow in enterprise/government environments.

Key skills

• Agile project management, backlog management, release planning, governance & compliance, stakeholder engagement, documentation, business analysis, solution adoption.

Technical knowledge

• ServiceNow: HRSD, IRM, App Engine Studio, Flow Designer, Integration Hub.

Preferred certifications

• ServiceNow Certified System Administrator (CSA); ServiceNow Certified Implementation Specialist (ITSM/HRSD); Certified Scrum Master.