ServiceNow Delivery Manager at Ghd in Sydney, New South Wales, Australia | Kablio

Role

Description

agile ceremonies

team leadership

itil management

ticket prioritisation

metrics reporting

stakeholder liaison

Ensure Agile process ceremonies are performed and provide regular progress updates, risk logs to the Platform Manager
Build and lead a high-performing Service Delivery Team, consisting of scrum masters, developers, admins and Business Analysts
Collaborate with cross-functional teams including developers, Business Analysts, testers, and Product Owners
Drive proactive continual improvement of the SN Platform, agile process and operational activities through metrics and feedback
Apply ITIL best practices to manage incidents, service requests, changes, and problems.
Oversee ticket queues and ensure appropriate ticket prioritisation based on SLAs and capacity.
Act as the primary point of contact for Stakeholders, Functional Leads and escalations
Ensure ITIL and Agile principles are embedded within the team’s delivery and operational approach and operates within a governance framework
Provide Leadership, support and guidance to team members, enabling them to achieve goals and delivery quality work
Participate in governance forums, produce operational metrics, and maintain compliance
Conduct Sprint Prioritization Meetings with Stakeholders and Functional Leads
Maintain relationships with Service Now Customer Success Teams and Professional Services

Requirements

servicenow

itsm

itom

cmdb

itil

agile

Experience integrating a wide range of platforms and business applications
Relevant Industry certifications such as ITIL, ServiceNow CSA, ServiceNow CIS, etc.
5+ years in ServiceNow, strong ITSM, ITOM, CMDB, Integrations background
Experience in AI implementations a bonus
10+ years in leading Delivery Teams or similar Agile/Operations Teams
Excellent Stakeholder Management and Prioritization
Bachelor's degree in Computer Science, Information Systems or demonstrated experience to meet the key skills and competencies
Experience in developing and implementing systems, processes and procedures to meet business requirements end-to-end

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

1928

Year Founded

The organization has been evolving since 1928, starting as a small engineering practice and growing into a global powerhouse.

5 Continents

Global Presence

The organization operates across five continents, with key markets including Australia, the United States, and the UK.

With a focus on innovation, it integrates expertise across various sectors to deliver world-class solutions.
The organization is known for tackling large and complex projects, such as designing bridges and tunnels and constructing energy-efficient buildings.
Notable projects include infrastructure development for major cities and energy-efficient solutions for industrial facilities.
The organization continues to expand its digital and technological capabilities to ensure solutions are cutting-edge and sustainable.

Culture + Values

Safety
Teamwork
Respect
Integrity

Environment + Sustainability

2050

Net-zero target validated by SBTi

Science-based target validated by the Science-Based Targets Initiative (SBTi) for achieving net-zero greenhouse gas emissions by FY2050.

2025

Carbon neutral commitment

Committed to achieving carbon neutrality for Scope 1 and Scope 2 emissions by 2025.

70%

Recycled materials in packaging

Boxes for electrical products use 70% recycled materials and are fully recyclable.

Prioritising direct emissions reductions over purchasing carbon offsets (statement from Enterprise Sustainability Leader)
Partnered with Decarbonisation Network to support clients' decarbonisation roadmaps and accelerate net-zero goals
Slimline packaging to reduce material usage and transportation impact

Inclusion & Diversity

Level 4–5

GDEIB Inclusion Benchmark

Targeting level 4–5 on the Global Disability Inclusion Benchmarking (GDEIB) by 2025.

9 Employee Groups

Resource Groups Established

Established 9 Employee Resource Groups (ERGs) to support various diversity demographics.

Board‑mandated aim to become #1 in industry for inclusion & diversity
I&D strategy built on five behaviours: open, informed, accountable, empathetic, bold
Inclusion & Diversity goals embedded in employee performance reviews
Awards: Employer of Choice for Gender Equality (2020–2022), Workforce Diversity Award (2021), Disability Equality Index – Best Places to Work for Disability Inclusion (2023)

Articles

Role

Description

agile ceremonies

team leadership

itil management

ticket prioritisation

metrics reporting

stakeholder liaison

Ensure Agile process ceremonies are performed and provide regular progress updates, risk logs to the Platform Manager
Build and lead a high-performing Service Delivery Team, consisting of scrum masters, developers, admins and Business Analysts
Collaborate with cross-functional teams including developers, Business Analysts, testers, and Product Owners
Drive proactive continual improvement of the SN Platform, agile process and operational activities through metrics and feedback
Apply ITIL best practices to manage incidents, service requests, changes, and problems.
Oversee ticket queues and ensure appropriate ticket prioritisation based on SLAs and capacity.
Act as the primary point of contact for Stakeholders, Functional Leads and escalations
Ensure ITIL and Agile principles are embedded within the team’s delivery and operational approach and operates within a governance framework
Provide Leadership, support and guidance to team members, enabling them to achieve goals and delivery quality work
Participate in governance forums, produce operational metrics, and maintain compliance
Conduct Sprint Prioritization Meetings with Stakeholders and Functional Leads
Maintain relationships with Service Now Customer Success Teams and Professional Services

Requirements

servicenow

itsm

itom

cmdb

itil

agile

Experience integrating a wide range of platforms and business applications
Relevant Industry certifications such as ITIL, ServiceNow CSA, ServiceNow CIS, etc.
5+ years in ServiceNow, strong ITSM, ITOM, CMDB, Integrations background
Experience in AI implementations a bonus
10+ years in leading Delivery Teams or similar Agile/Operations Teams
Excellent Stakeholder Management and Prioritization
Bachelor's degree in Computer Science, Information Systems or demonstrated experience to meet the key skills and competencies
Experience in developing and implementing systems, processes and procedures to meet business requirements end-to-end

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

1928

Year Founded

The organization has been evolving since 1928, starting as a small engineering practice and growing into a global powerhouse.

5 Continents

Global Presence

The organization operates across five continents, with key markets including Australia, the United States, and the UK.

With a focus on innovation, it integrates expertise across various sectors to deliver world-class solutions.
The organization is known for tackling large and complex projects, such as designing bridges and tunnels and constructing energy-efficient buildings.
Notable projects include infrastructure development for major cities and energy-efficient solutions for industrial facilities.
The organization continues to expand its digital and technological capabilities to ensure solutions are cutting-edge and sustainable.

Culture + Values

Safety
Teamwork
Respect
Integrity

Environment + Sustainability

2050

Net-zero target validated by SBTi

Science-based target validated by the Science-Based Targets Initiative (SBTi) for achieving net-zero greenhouse gas emissions by FY2050.

2025

Carbon neutral commitment

Committed to achieving carbon neutrality for Scope 1 and Scope 2 emissions by 2025.

70%

Recycled materials in packaging

Boxes for electrical products use 70% recycled materials and are fully recyclable.

Prioritising direct emissions reductions over purchasing carbon offsets (statement from Enterprise Sustainability Leader)
Partnered with Decarbonisation Network to support clients' decarbonisation roadmaps and accelerate net-zero goals
Slimline packaging to reduce material usage and transportation impact

Inclusion & Diversity

Level 4–5

GDEIB Inclusion Benchmark

Targeting level 4–5 on the Global Disability Inclusion Benchmarking (GDEIB) by 2025.

9 Employee Groups

Resource Groups Established

Established 9 Employee Resource Groups (ERGs) to support various diversity demographics.

Board‑mandated aim to become #1 in industry for inclusion & diversity
I&D strategy built on five behaviours: open, informed, accountable, empathetic, bold
Inclusion & Diversity goals embedded in employee performance reviews
Awards: Employer of Choice for Gender Equality (2020–2022), Workforce Diversity Award (2021), Disability Equality Index – Best Places to Work for Disability Inclusion (2023)

Articles