Delivery Lead ServiceNow

Department: Information Technology

Location: APAC-India-IT Delivery Center Hyderabad

Description

Role summary

Align is currently seeking a Delivery Lead, ServiceNow (Techno-Functional Lead) to join our DWTechOps organization. This position will vary in the scope of project responsibilities; however generally this position is a techno-functional leader, owning end-to-end delivery lifecycle for our platform initiatives; you will guide platform support and development teams, ensuring all enhancement and support decisions align to best practice guidelines, and provide expert technical input to drive platform evolution and strategic changes.

This role goes beyond traditional project management, serving as the vital link between business strategy and technical execution — it requires deep platform expertise, solution leadership, and the ability to partner with architects, developers, and business stakeholders to deliver scalable, enterprise‑grade outcomes. The ideal candidate brings strong product ownership instincts, process design skills, and the ability to influence strategy and roadmap decisions.

Role expectations

What We’re Looking For

• Bachelors degree in computer science, information technology, related field, or equivalent work experience.
• Minimum 7-10 years of hands-on experience architecting and configuring solutions in ServiceNow ITSM, ITOM, GRC, HRSD and other enterprise modules.
• Proven experience leading at least 2 full-lifecycle implementations: Analysis, Design, Coding, Testing and promotion into Production.
• Proficiency in ServiceNow platform & development, including Scripting, APIs, Flow Designer, Integration Hub, ATFs, Service Portal, and integrations.
• Experience with JavaScript, XML, HTML, AngularJS, CSS, and integration technologies and protocols, including REST, SOAP, JSON, XML, PowerShell and web services.
• Strong understanding of CMDB structure and CSDM framework.
• Experience working in Agile/Scrum delivery models, user story writing, and iterative delivery.
• ServiceNow certifications such as CSA, CIS‑ITSM, CIS‑HRSD, CIS‑GRC, are highly desirable.
  
  

Soft Skills

• Excellent Communication: Strong verbal and written abilities for producing documentation, runbooks, and presentations.
• Problem Solver: Proactive in diagnosing issues and proposing sustainable, long-term solutions over quick fixes.
• Stakeholder Collaboration: Strong interpersonal skills to build trusted relationships with business and IT leaders.
• Adaptability: Comfortable working in a fast-paced, changing environment, and able to prioritize effectively under pressure.
• Decision-Making: Ability to make informed decisions swiftly, balancing competing priorities and business needs.
• Conflict Resolution: Skilled in identifying and resolving conflicts within and between teams, ensuring smooth delivery.
• Attention to Detail: Maintain high standards of quality, ensuring deliverables meet both technical and business expectations.
• Cultural Awareness: Ability to work in a diverse, multicultural environment and engage with global teams effectively.
  
  

Complimentary Skills

• Techno-Functional Bridge: Skilled in articulating technical constraints to non-technical stakeholders and business requirements to development teams.
• Release Management: Familiarity with ServiceNow release cycles, including assessment of skipped changes and application of new platform features.
• Continuous Learning: Commitment to staying updated with industry trends, platform updates, and best practices.
  
  

Complementary Skills

What were looking for

Role expectations

• Lead discovery sessions and partner with business stakeholders to define requirements, vision, roadmap, and process improvements aligned with enterprise goals.
• Translating business needs into scalable platform solutions, accessing technical feasibility, advising on best practices and minimizing customizations and advocating for OOTB functionality were suitable.
• Develop functional design, workflow logic, and data models for complex cross-functional processes.
• Performs advanced configurations including Business Rules, UI Pages, UI Macros, UI Scripts, Script Includes, Client Scripts, workflows, custom tables, reports, etc.
• Partner with architects to design platform integrations, including ACL hierarchies, external APIs, integration patterns (REST/SOAP) and web services to guarantee optimal performance and security.
• Ensure upgrade readiness, proactively review skipped changes and release notes to identify and adopt new features that can replace legacy customizations.
• Lead Agile ceremonies, including Daily Stand-ups, Sprint Planning, Retrospectives, and Reviews. Proactively identify and resolve technical blockers, manage team velocity and workload, and act as the primary support for the development team by removing impediments and ensuring clarity of requirements.
• Refine product backlogs to ensure user stories meet the Definition of Ready, complete with technical acceptance criteria.
• Collaborate effectively with cross-functional teams, including product managers, architects, developers, analysts, process owners and managers to ensure high quality delivery and adherence to governance.
• Mentor team members and oversee release management, code quality, and upgrade cycles.
• Demonstrate proven leadership skills, be an independent performer and be able to deliver with minimal or no supervision.
• Stay up to date with the latest industry trends, emerging integration technologies, and best practices, and provide guidance on integrating new platforms and systems.
  
  

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Equal Opportunity Statement

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.

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