[Hiring] Technical Delivery Manager @Ondaro (US)

Role Description

The Technical Delivery Manager owns the technical relationship and the day-to-day engagement for a small portfolio of Ondaro Propel customers. You understand the customer's business, give them practical technical guidance, stay hands-on with the platform, and make sound decisions about where it should go. Think of it as a senior technical seat with real account ownership attached.

What you’ll be doing:

• The customer relationship:
  • Understand the customer's business objectives, stakeholders, and operational problems.
  • Engage with both system administrators and business executives effectively.
  • Become the go-to person for straightforward answers.
• The platform and its direction:
  • Know the estate: configurations, customizations, and upgrade impacts.
  • Surface technical debt, platform health, and improvement opportunities.
  • Provide recommendations grounded in the customer's actual environment.
• Hands-on technical delivery:
  • Engage in configuration, scripting, troubleshooting, and solution design.
  • Take on critical design-heavy builds and integrations.
  • Pair hands-on work with continuity and customer knowledge.
• Technical decisions and design judgment:
  • Make meaningful design decisions and document reasoning.
  • Know when to involve an Architect or specialist early in the process.
• Running the engagement:
  • Utilize established processes for backlog refinement and delivery planning.
  • Communicate outcomes and risks clearly and early.
• Governance and advisory:
  • Lead service and business reviews.
  • Proactively bring recommendations to the customer.
• Delivery efficiency and account health:
  • Understand the financial health of accounts and delivery choices.
  • Deliver contracted outcomes efficiently while maintaining quality.
• Leading the technical team on the account:
  • Provide technical direction to consultants and specialists.
  • Review work and unblock team members as needed.

Qualifications

• Six or more years working hands-on in ServiceNow at a senior level.
• Experience as a Senior Technical Consultant, Business Process Consultant, or Architect.
• Ability to design, build, and explain solutions on the platform.
• Strong across scripting, integrations, data model, security, or process design.
• Fluency in business processes and customer relationship skills.
• Experience with delivery fluency and judgment under ambiguity.
• Ability to communicate directly and maintain commercial awareness.

Requirements

• ServiceNow Certified System Administrator (CSA).
• One or more Certified Implementation Specialist (CIS) certifications.
• Certified Application Developer (CAD) or equivalent hands-on scripting background.
• ITIL Foundation (v4 or later).
• Scrum certification such as CSM, PSM, or equivalent.
• Experience carrying a platform through multiple ServiceNow release families.
• Integration experience beyond the straightforward: MID Server, custom APIs.
• Experience supporting customers in regulated environments.
• A track record of account growth due to earned trust in delivery.

Benefits

• Robust benefits package designed with employee needs in mind.
• Support for continued education and career development.
• Commitment to diversity and equal opportunity employment.