Technical Delivery Manager

Project overview

Primarily the Technical Delivery Manager is to provide senior technical assistance to a range of ICT Service Management Projects within Enterprise and Technology Services, Information and Technologies Branch. This role requires ServiceNow Developer skills and experience to effectively implement ServiceNow enhancements, implementation of new modules or features and continual improvement.

There is also the possible assistance as needed to other ICT related programs, projects and internal activities being implemented within the Department.

Key tasks / responsibilities: The Technical Delivery Manager role facilitates projects and activities in the areas of; architecting, designing and delivery of solutions in alignment to Department patterns; provisioning pre-production and production environments; and aiding projects and activities through ICT related governance gates including Go Live activities.

A Technical Delivery Manager will typically perform and demonstrate the following attributes:

• Leads and contributes to the development of technical designs in specific application, infrastructure or functional areas. Provides advice to ensure that appropriate ICT tools and methods are available, understood and employed.
• Scripting, coding and development in ServiceNow to implement modules, features and enhancements.
• Identify and implement improvement, process flows, automation and work closely with the internal and external ServiceNow teams to enable better outcomes.
• Works with operational and project teams and vendors to prepare and deliver technical plans, work packages for the provision/decommission of environments, implementation of standard offerings, and fulfillment of ICT governance obligations, including approved support models.
• Building product roadmaps, requirements collection and release planning and scheduling for core product development.
• Architecture, design, delivery and retirement of Application Programming Interfaces (APIs), Application Development Frameworks, championing maintainability, portability, reusability, testability, optimum abstraction, ease of use, optimum packaging and backward compatibility in the design.
• Monitoring applications and middleware development landscape to gain knowledge and understanding of currently emerging technologies, architectural paradigms, patterns, and principles.
• Using appropriate tools, including logical models of components and interfaces, to design and contribute to the development of reusable solution architecture including producing detailed component specifications, documentation, use case examples and samples.
• Undertake analysis for preparing comprehensive internal and Vendor proposals for management outlining the technical viability of proposals for product development, identifying potential problems, and proposing alternative effective solutions.
• Lead the activities in the delivery of products, including monitoring performance, providing advice, guidance and assisting in the formulation of solutions to complex system and programming problems associated with business systems or departmental application development frameworks.
• Provides advice to their supervisor, senior management, teams and vendors on technical aspects of the solution, including development, coding, scripting, integration, requests for changes, deviations from specifications, etc., contributing towards improvement efforts and implementing relevant technical strategies, policies, standards and practices (including security) per approved direction.
• Values specialist expertise and capitalises on the knowledge and skills of other teams and vendors. Contributes own expertise to achieve outcomes for the requesting business unit.
• Builds and sustains positive relationships with team members, vendors, clients and other stakeholder groups, and is responsive, flexible and adaptable to changes in client and stakeholder needs and expectations.
• Confidently presents messages in a clear, concise and articulate manner. Focuses on key points and uses appropriate, unambiguous language. Selects the most appropriate medium for conveying information and structures written and oral communication to ensure clarity.

Mandatory requirements:

• ServiceNow Admin Certification (or higher)
• ITIL Foundation Certification (or higher)
• At least 3 years of hands-on experience in ServiceNow development, (e.g. ITSM, ITSM Pro, ITOM, CSM, Digital Product Release)

Capabilities / Desirable attributes
Demonstrated high level of experience with the following:

• Large and complex ServiceNow development, coding, architecture, administration, implementations, enhancements, maintenance and integrations and data management.
• ServiceNow scripting and automation, including Business Rules, UI Actions, Client Scripts, and Workflow Design.
• ITIL and IT Service Management.
• Experience within the Public sector and large government departments would be advantageous.

Demonstrated experience with compiled, scripting or query languages, including one or more of the following:

• ASP.NET
• .Net Core
• SQL Server
• Angular
• React
• C#
• Microsoft TFS/Azure DevOps
• JavaScript
• Glide
• HTML and CSS
• PowerShell
• Microsoft Azure knowledge using components like Azure functions and Azure app services.

Demonstrated experience with Microsoft centric cloud technologies including:

• Azure services (e.g. SQL PaaS, IaaS, Express Route, AAD, etc.) and/or
• Office O365 related services and products (E.g. Dynamics 365, Teams, Power Platform, etc.)
• Any Microsoft on-premises technologies (e.g. Active Directory, SCCM, SCOM, etc.) would be an advantage

Demonstrated experience in the production of technical documentation including TWO or more of the following:

• Technical solution architectures
• High level and detailed designs
• As built guides
• Operations guides

Demonstrated experience with network technologies including one or more of the following technologies (on-premises and/or cloud based):

• Firewalls
• Application Delivery Network
• Proxy or content filtering
• Web Application Firewall