ServiceNow Delivery & Analytics Lead

ServiceNow Delivery & Analytics Lead

We are seeking a ServiceNow Delivery & Analytics Lead at TD to support a growing portfolio of ServiceNow Technology Change Management initiatives. This role spans AI-enabled capabilities, end-to-end platform delivery, and advanced reporting and analytics. You will be accountable for translating business demand into scalable ServiceNow solutions, while ensuring high-quality data, actionable insights, and strong delivery governance across concurrent workstreams.

The successful candidate will play a critical role in owning delivery from intake through production, partnering with product owners, technology teams, and stakeholders to deliver measurable outcomes across ServiceNow workflows, analytics, and AI use cases.

ServiceNow Delivery

• Lead end-to-end delivery of ServiceNow initiatives, from requirements intake and solution design through build, testing, deployment, and post-implementation support.
• Partner with stakeholders to define clear acceptance criteria, delivery milestones, and success measures for ServiceNow enhancements and new capabilities.
• Coordinate cross-functional teams (developers, analysts, vendors, and platform partners) to ensure timely and high-quality delivery.
• Drive adherence to ServiceNow platform standards, governance, and best practices across workflows, integrations, and data models.

Data Analytics & Reporting

• Design and deliver ServiceNow reporting and dashboards that provide actionable insights for operational, delivery, and leadership audiences.
• Build and maintain analytics solutions using ServiceNow reporting, Excel, Power BI, and other data visualization tools, ensuring data accuracy, consistency, and ease of consumption.
• Translate complex datasets into clear narratives that support decision-making, prioritization, and value realization.
• Collaborate with data and reporting teams to align ServiceNow data with enterprise analytics patterns and tooling.

AI & Advanced Capability Enablement

• Support and deliver AI-enabled ServiceNow capabilities across core Technology Change Management processes.
• Partner with architects and platform teams to integrate AI features responsibly, ensuring explainability, data quality, and alignment to enterprise standards.
• Identify opportunities where AI and analytics can reduce risk and manual effort, improve cycle times, and enhance user experience.

Stakeholder & Delivery Management

• Act as a trusted delivery partner to business and technology stakeholders, balancing demand, capacity, and strategic priorities.
• Provide regular delivery updates, risk assessments, and dependency management across active initiatives.
• Contribute to roadmap planning and future-state design to ensure ServiceNow investments scale with evolving business needs.

Job Requirements

We value relevant experience and knowledge as much as credentials. Here’s what will help you succeed:

Experience & Skills

• 5+ years of hands-on ServiceNow experience, including delivery of complex workflows and platform enhancements.
• Experience supporting or delivering AI-enabled ServiceNow solutions (e.g., predictive intelligence, virtual agent, automation, or similar capabilities).
• Demonstrated experience with end-to-end ServiceNow delivery, from intake through production release.
• Strong background in data analytics and reporting, with proficiency in: ServiceNow Reporting and Dashboards, Microsoft Excel (advanced analysis, pivoting, modeling), Power BI (data modeling, report development, publishing).
• Proven ability to manage multiple initiatives concurrently in a fast-paced delivery environment.
• Ability to lead teams including experience of managing vendor teams.
• Strong interpersonal skills with demonstrated ability to forge strong relationships with key business partners, understand financial markets and regulation, and apply analytics to drive commercial value.

Technical & Delivery Capabilities

• Solid understanding of ServiceNow data structures, integrations, and reporting architecture.
• Ability to translate business requirements into technical solutions and analytics outputs.
• Strong delivery management, communication, and stakeholder engagement skills.

Nice to Have

• Experience working in large, regulated, or enterprise environments.
• Familiarity with ServiceNow ITSM, CMDB, CSDM, or risk/compliance use cases.
• Exposure to enterprise data governance or analytics standards.

Key skills/competency

• ServiceNow Platform
• AI-enabled Solutions
• Data Analytics
• Power BI
• Project Delivery
• Stakeholder Management
• Workflow Automation
• Reporting Dashboards
• Technical Solution Design
• Enterprise Governance