ServiceNow Technical Delivery Lead & PMO Consultant

This is a remote position.

ServiceNow Technical Delivery Lead & PMO Consultant

Start: asap

End: 31.12.2026 + Extension in 2027 is very likely

Utilization: 100% (40 hours per week)

Location: 100% Remote

Language: English (min B2, better C1)

ServiceNow Technical Delivery Lead & PMO Consultant

Role Overview:

· We are looking for an experienced ServiceNow Technical Delivery Lead & PMO Consultant to join our ServiceNow transformation project.

· The role combines end-to-end ownership of an assigned ServiceNow workstream with strong technical consulting, project management and PMO responsibilities.

· The successful candidate will be expected to take ownership of a workstream from analysis and design through development, testing, Release to Production and hypercare, coordinating the technical team, Product Owner, Architecture, business stakeholders and other dependent teams.

· This is not a purely administrative PMO or communications role. The consultant must have sufficient technical understanding of ServiceNow and ITSM to actively participate in solution discussions, understand technical dependencies and constraints, translate technical topics into clear actions and decisions.

· The consultant must provide the structure required to deliver the workstream: planning, tracking, stakeholder coordination, status reporting, documentation and escalation.

· The objective is that an agreed workstream can be handed to this person with the expectation that they will drive it independently from start to finish, escalating to the Project Manager, Product Owner or Architect where decisions or intervention are required.

Key Responsibilities:

· Own an assigned ServiceNow workstream end to end, from initial analysis through design, development, testing, Release to Production and hypercare.

· Establish and maintain the workstream delivery plan, priorities, milestones, dependencies and expected outcomes.

· Drive analysis activities and ensure requirements, technical dependencies and design decisions are sufficiently understood before development starts.

· Identify technical blockers, dependencies and design risks early and drive them towards resolution.

· Coordinate development activities and maintain visibility of progress against the workstream plan.

· Coordinate testing and UAT, including readiness, business participation, defect management and resolution.

· Drive Release to Production readiness, ensuring required approvals, documentation, testing evidence and release artefacts are available.

· Coordinate workstream activities through production release and hypercare until agreed completion criteria are met.

· Own workstream risks, issues, actions and dependencies, ensuring clear ownership and timely escalation.

· Maintain Jira and other project tracking tools so that the current state of the workstream is accurate and transparent.

· Produce clear and concise workstream status reporting for the Project Manager, Product Owner and project governance.

· Organise and lead workstream meetings, workshops and stakeholder discussions where required.

· Coordinate Business Unit and stakeholder engagement related to the assigned workstream.

· Translate complex technical topics into clear information for business stakeholders and project management.

· Prepare or coordinate required project documentation, presentations, decisions, communications and supporting material.

· Proactively identify gaps, outstanding decisions and potential delivery problems rather than waiting for tasks to be assigned.

· Work independently while recognising when architectural, product or project-level decisions need to be escalated.

Requirements:

· Strong practical experience delivering ServiceNow and/or complex ITSM implementations.

· Good technical understanding of ServiceNow, its underlying concepts and dependencies; the candidate does not need to be a developer but must be technically confident enough to work effectively with architects and developers.

· Experience taking responsibility for a technical delivery workstream or comparable scope from analysis through production.

· Strong understanding of the software delivery lifecycle, including requirements analysis, design, development, testing, UAT, release and hypercare.

· Demonstrated ability to coordinate technical teams, Product Owners, Architects, testers and business stakeholders.

· Strong project management and PMO capabilities, including planning, progress tracking, RAID management, dependency management and status reporting.

· Ability to identify delivery problems and drive resolution rather than simply reporting them.

· Strong Jira experience and confidence working with structured backlogs, Epics, User Stories and delivery workflows.

· Experience working in Agile or hybrid delivery environments.

· Ability to communicate technical topics clearly to non-technical stakeholders.

· Strong stakeholder management and facilitation skills.

· Comfortable operating independently in a complex enterprise environment with multiple dependencies and stakeholder groups.

· Excellent written and spoken English.

ServiceNow Requirements Summary:

In particular, successful candidates should demonstrate:

· Strong hands-on experience delivering ServiceNow implementations, ideally in a consulting, implementation, solution delivery, or similar role.

· A solid technical understanding of the ServiceNow platform, including its core concepts, architecture, integrations, dependencies, and implementation considerations.

· The ability to work credibly and effectively with solution architects, technical consultants, developers, and business stakeholders throughout the delivery lifecycle.

· Practical experience translating business requirements into ServiceNow solutions and supporting implementation decisions.

It is important to note that experience using ServiceNow as an end user, project manager or business stakeholder alone is not sufficient for this role. We are specifically seeking candidates who have previously worked in a ServiceNow delivery capacity, such as a ServiceNow Consultant, ServiceNow Business Analyst, Implementation Lead, or a similar hands-on implementation role.