Director – Technical ServiceNow Delivery Lead

About the job

At LSEG we are looking to bring onboard a talented Technical ServiceNow Delivery Lead/Manager to lead and manage our delivery teams. Technical ServiceNow Delivery Lead responsibilities will involve managing communications, ensuring alignment with business stakeholders, and driving the delivery of solutions through Agile and DevOps practices Technical ServiceNow Delivery Lead will lead cross-functional teams in an Agile environment, serving as a coach and mentor to promote continuous improvement.

Responsibilities:

• Oversee process design and evolution of architecture and development standards within Enterprise ServiceNow team
• Ensure team is following established process and architecture best practices
• Team leadership and provide thought leadership including technical guidance
• Serve as technical escalation point for both internal customers and internal team members. 
• Manage team resource capacity and allocation for customer engagements, interview/hire additional resources as required globally
• Ensure ServiceNow best practices are implemented and recommend out of the box solutions where appropriate
• Manage implementation partners and vendor to deliver on expectations
• Ensure proper documentation of ServiceNow solutions according to standards
• Keep up-to-date on ServiceNow functionality and make recommendations on how new features can be used to enhance and automate business processes
• Continuously improve methods and practices to achieve increased quality and value delivery
• Report and analyse metrics on throughput, cycle time, flow efficiency
• Act as a technical leader and subject matter expert across all aspects of the ServiceNow platform and solutions
• Build strong relationships with business stakeholders; manage issues through closure
• Manage global ServiceNow end-to-end delivery team ensuring maximum and efficient delivery of value
• Lead ServiceNow incident management, service requests and service improvement initiatives

Requirements:

• Excellent interpersonal relations and ability to effectively work with multiple stakeholders
• ServiceNow Certifications - Certified System Administrator (CSA) or Certified Implementation Specialist (CIS including project management certifications like Scrum Master or PMP will be preffered
• Thorough understanding of ITIL processes and ITSM
• 10+ years of experience in solutions delivery with proven experience in agile technical practices and work management
• Ability to coach team members in end-to-end delivery
• Experienced with majority of ServiceNow modules, products
• Years of ServiceNow technical hands-on experience to code, configure and build complex solutions.

Required Qualification

• Bachelor's degree in information technology computer science or other relevant technical degree
• 10+ years of service delivery experience
• 10+ years of experience in ServiceNow product specifically within ServiceNow (ITSM, ITOM,HAM,SAM,CMDB)
• Strong knowledge of Agile methodologies (Scrum, Kanban) and hands-on experience with Agile delivery processes
• Proven experience with DevOps practices, including Continuous Integration and Continuous Delivery (CI/CD)
• Excellent communication and stakeholder management skills, with the ability to present complex technical concepts to non-technical audiences
• Experience in leading cross-functional teams within fast-paced, dynamic environment’s

Preferred Qualifications

• ServiceNow certifications (e.g., Certified System Administrator, ITSM, or Application Developer).
• Certified Agile Coach (ICP-ACC or similar) or Scrum Master Certification (CSM or PSM).
• Experience with ITIL framework and practices.
• Knowledge of ServiceNow platform capabilities, including ITSM, ITOM, SPM(PPM), and CSM.
• Strong analytical and problem-solving skills with a focus on driving results.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

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