Technical Delivery Director - (ServiceNow)

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We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

The Technical Delivery Director is responsible for ensuring portfolio business objectives are enabled through technology. This includes ensuring solution delivery aligns with business goals, architectural standards, and operational excellence. This role works closely with the Portfolio Digital Leader leading cross functional teams and ensuring optimal execution while delivering high value technical solutions.

Delivery Oversight

• Leads RTE and Scrum masters to direct and support cross-functional Agile delivery teams, including engineering, QA, DevOps, and architecture

• Monitor progress, remove blockers, and ensure timely delivery of high-quality solutions

• Champion Agile principles while adapting delivery models to suit performance standards

Strategic Leadership & Vision

• Collaborate with Architects and businesses to define and communicate the technical vision for solution delivery across multiple Agile teams' needs.

• Align technology initiatives with business strategy, ensuring scalable and sustainable outcomes

• Partner with senior stakeholders to prioritize initiatives and allocate resources effectively.

Stakeholder Engagement

• Serve as trusted technical consultant for digital leaders

• Translate complex technical concepts into business-friendly language for executive reporting

• Facilitate cross-team collaboration to drive integration solutions

• Ensure focus on business KPIs understood by stakeholders and delivery teams

Quality and Continuous Improvement

• Monitor performance and work with teams to implement processes, communications, and technology to improve quality, automation, and effectiveness.

• Ensures teams follow RSM development and compliance policies and standards.

Talent & Team Development

• Mentor technical leads and managers, fostering a culture of innovation, accountability and continuous learning

• Collaborate with HR and capability leaders to shape career paths and development plans for technical staff

Other Duties as Assigned

QUALIFICATIONS:

EDUCATION/CERTIFICATIONS

• Bachelor's Degree in information technology, Computer Science or related field

• Microsoft Azure certifications are preferred

EXPERIENCE

• Minimum of 15 years' experience in software delivery

• 5 years in a leadership role

• Proven success implementing and operating within a Scaled Agile or lean portfolio management environment

• Strong understanding of software architecture, cloud platforms, and DevOps practices

• End-to-end ServiceNow delivery: Significant experience leading enterprise implementations from discovery and architecture through configuration, integration, testing, release, hypercare, support, adoption, and value realization across multiple concurrent ServiceNow workstreams.

• Core workflow portfolio leadership: Ability to guide EmployeeWorks; Technology Provider Service Management Advanced; ITSM Prime; HRSD Foundation; Source to Pay Operations Foundation; and Strategic Portfolio Management Power User Advanced implementations and their cross-functional workflows.

• Operations, asset, and experience leadership: Technical leadership across ITOM Prime, Software Asset Management Advanced, Hardware Asset Management Advanced, Digital End-User Experience, CMDB, Discovery, Service Graph Connectors, asset data, licensing, compliance, reclamation, and optimization.

• Risk, resilience, and security delivery: Experience integrating Third Party Risk Management Advanced, Integrated Risk Management Advanced, Unified Security Exposure Management Advanced, and Business Continuity Management Foundation into enterprise governance, resilience, and security processes.

• Architecture, governance, and leadership: Proven ability to lead multidisciplinary teams and partners; govern architecture, security, data, integrations, out-of-box adoption, testing, releases, upgrades, and platform currency; and communicate risks, tradeoffs, metrics, and outcomes to senior stakeholders.

PREFERRED QUALIFICATIONS:

• Platform AI and experience capabilities: Experience with ServiceNow Otto, Employee Slate, Employee Center Pro, Virtual Agent, Predictive Intelligence, AI Control Tower, Platform Analytics Advanced, Process Mining, Workflow Data Fabric, and AI-enabled workflow adoption.

• Integration and delivery tooling: Experience with IntegrationHub, APIs, App Engine, Agile Team, Document Intelligence, DevOps, source control, automated testing, and complex data migrations across cloud and enterprise systems.

• ServiceNow credentials: Certified System Administrator plus relevant implementation credentials across ITSM, CSM or TPSM, HRSD, ITOM, SAM, HAM, SPM, IRM, TPRM, security, or business continuity; ITIL or comparable delivery certification is advantageous.

• Complex enterprise environments: Experience delivering SaaS platforms with complex identity, privacy, licensing, compliance, security, resilience, data governance, organizational change, and cross-functional adoption requirements.

• Partner and value leadership: Experience directing implementation partners and support providers while retaining internal ownership of architecture, configuration quality, platform governance, adoption, performance measures, and realized business value.

At RSM, we offer a competitive benefits and compensation package for all our people. Learn more about our total rewards at <https://rsmus.com/careers/working-at-rsm/benefits>.

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