ServiceNow Delivery Manager (HRSD/CSM)

The ESM Delivery Manager, in cooperation with the ESM Service Delivery Director, provides technical vision and leadership to the Sales and Delivery teams. The Delivery Manager advises teams on technical issues and their business implications using their expertise in AHEAD's core technology competencies. You will help drive the delivery of client-focused, high-quality projects, AHEAD offering development, technical pre-sales guidance, internal IP and Service Delivery Framework development, and assisting practice leadership on identifying industry trends and future areas of growth. 

The ESM Delivery Manager works with peer Delivery Managers, Principal Consultants, and Project Managers to ensure that clients’ business and technical expectations are met appropriately. The ESM Delivery Manager will act as coach, guide, and mentor to team members and will be responsible for the professional growth of those on their team. 

•  Manage a team of 5-15 engineers and architects.
• Work with team to build individualized career development plans.
• Coach, mentor, and develop direct reports, including overseeing new employee on-boarding. 
• Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment. 
• Provide effective performance feedback through employee recognition, rewards, and disciplinary action. 
• Actively manage bench time to support progress toward utilization targets, individual development goals, and solution development goals. 
• Understand sales pipeline and team capacity and capabilities and work with practice leadership to adjust staffing plans as needed.
• Maintain skills and certification inventory of team.  
• Consciously create a workplace culture that supports the values and guiding principles of the organization.   
• Foster a culture of delivering with quality and care.
• Build and maintain a culture of trust through open and honest feedback and accountability.  
• Participate in pre-sales and scoping activities, building proposals, pricing, and statements of work.
• Work with Project Managers and the Resource Management team to identify appropriate resources for projects.
• Act as a key contact for projects staffed by team.  
• Participate in project kick-off, status, close-out, and escalation meetings as needed.  
• Provide expert technical architectural support and guidance for solutions.
• Continuously improve project scoping and delivery by capturing lessons learned after each engagement and adjusting future proposals and approaches as appropriate.
• Support Solution Development and External Evangelism.
• Work with Solutions Principals and practice leadership to define the solution development roadmap.
• Contribute to solution development activities directly and through coordinating time and contributions by the team.
• Contribute to blog posts, speak at user groups / conferences, and present at internal briefings as needed.

• 10+ years of hands-on experience architecting and configuring ServiceNow solutions. 
• Possess a broad base of technical skills, business acumen, and a strong desire to support the client. 
• Experience managing, mentoring, and coaching people. 
• Understand the detail behind the implemented solution and having the ability to communicate the high-level vision with the client. 
• The ability to think past the products and create solutions to meet the business/IT needs. 
• Effectively communicate solutions architecture to the client, third parties, and the team. 
• Encompass strong listening and interpersonal skills, an ability to solve complex problems, a big picture mentality, and an aptitude to visualize the solution. 
• Able to foster teamwork among the delivery team(s). 
• Proficiency in hardware, software and/or operating systems environments. 
• Ability to manage a team environment. 
• Proven trouble-shooting & problem solving ability.
• ••Presentation and facilitation of executive level meetings, group presentations, and collaborative technical workshops.