Technical Delivery Manager - US & Canada

Ondaro (US)•Canada, KS

9d•$145,000 - $175,000

About The Position

The Technical Delivery Manager owns the technical relationship and day-to-day engagement for a small portfolio of Ondaro Propel customers. This senior technical role combines account ownership with hands-on platform work, practical technical guidance, and responsibility for sound decisions about each customer’s ServiceNow platform direction. The role involves understanding customers’ business objectives, stakeholders, operational problems, platform history, and future plans. The Technical Delivery Manager maintains a current view of each platform’s configuration, customization, health, technical debt, upgrade risks, and improvement opportunities, and makes recommendations grounded in the customer’s environment. Customers decide what to invest in. Hands-on work includes configuration, scripting, troubleshooting, solution design, and reviewing team work, with a focus on technically complex or judgment-intensive problems. The role makes and documents design decisions, favors platform-native approaches where appropriate, and involves Architects or specialists when needed. The Technical Delivery Manager runs engagements using established processes and support structures, including backlog refinement, work readiness, delivery planning, commitments, progress and blocker tracking, and maintaining current work assignments and delivery records. The role also leads service and business reviews, proactively advises customers, communicates outcomes and risks, and considers the effect of delivery choices on account health and efficiency. Commercial terms and contract changes are handled with practice leadership. Consultants and specialists on the account look to this role for technical direction, work review, and help resolving blockers. The Technical Delivery Manager supports the growth of team members but is not their people manager.

Requirements

Six or more years of hands-on ServiceNow experience at a senior level.
Ability to design, build, and explain solutions on the ServiceNow platform.
Strong practical experience in areas such as scripting, integrations, data models, security, or process design.
Working understanding of how the ServiceNow platform behaves through upgrades.
Ability to handle a meaningful share of a customer’s technical needs and recognize when to involve an Architect or specialist.
Business process fluency, including the ability to identify underlying requirements and recognize when the process rather than the platform is the problem.
Ability to build trust with technical administrators and business leaders and keep customers informed proactively.
Clear written communication.
Experience with delivery practices such as refinement, story readiness, sizing, and release cadence, and ability to keep a live engagement on track using established Managed Services processes and support.
Ability to assess ambiguous requests and competing priorities, determine what is urgent or sufficiently defined, and identify work that should not be done.
Ability to communicate unwelcome information directly and early while maintaining the customer relationship.
Commercial awareness of how effort, efficiency, and delivery decisions affect account health.

Nice To Haves

ServiceNow Certified System Administrator (CSA).
One or more Certified Implementation Specialist (CIS) certifications, ideally across more than one product line.
Certified Application Developer (CAD), or an equivalent hands-on scripting background.
ITIL Foundation certification (v4 or later).
Scrum certification such as CSM, PSM, or equivalent.
Experience carrying a platform through multiple ServiceNow release families.
Integration experience beyond straightforward integrations, such as MID Server, custom APIs, or difficult source systems.
Experience putting ServiceNow AI capabilities into production use.
Experience supporting customers in regulated environments such as public sector, healthcare, life sciences, or utilities.
A track record of growing an account through delivery that earned greater customer trust.

Responsibilities

Own the technical relationship and day-to-day engagement for a small portfolio of Ondaro Propel customers.
Learn and maintain knowledge of customers’ business objectives, stakeholders, operational issues, platform history, and plans.
Assess platform configuration, customizations, fragility, unused capabilities, upgrade risks, technical debt, health, and improvement opportunities; provide environment-specific recommendations.
Perform hands-on configuration, scripting, troubleshooting, solution design, and review of team work, especially for complex or judgment-intensive work.
Make and document technical design decisions, choosing platform configuration or customization appropriately and involving Architects or specialists when needed.
Run engagements using established processes, including backlog refinement, work readiness, delivery planning and commitments, progress and blocker communication, and keeping work assignments and delivery records current.
Lead service reviews and business reviews and proactively provide governance and advisory recommendations.
Communicate outcomes and risks clearly and early, and deliver contracted outcomes efficiently while maintaining technical quality and customer experience.
Monitor the financial health of accounts and understand how delivery decisions affect account health; raise concerns before they become problems.
Provide technical direction to account consultants and specialists, review their work, unblock them, bring in deeper expertise when appropriate, and support their growth.
Work with practice leadership on commercial terms and contract changes.