Technical Delivery Lead (CMDB/ITOM)

Must Have Technical/Functional Skills:

Job Description:
Oversees end-to-end delivery of CMDB and ITOM initiatives, manages technical teams, ensures solution quality, mitigates risks, and drives successful project execution within scope, schedule, and budget.

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

Roles & 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.

Experience:

• Bachelor's degree in computer scie nce, 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.
• 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 will be an added advantage
• 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 experience applying automation or AI-assisted development practices to improve analysis, testing, documentation, code review, or software delivery efficiency.

Preferred Certifications:
ServiceNow Certified Application Developer (CAD)
ServiceNow Certified System Administrator (CSA)

Education:
Bachelor's degree in computer science, engineering, information systems, or a related technical field; master's degree preferred