Tech Delivery Manager

Work Location: Toronto, Ontario, Canada
Hours: 37.5
Line of Business: Technology Solutions
Pay Details: $96,900 - $136,800 CAD

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

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 Service Now workflows, analytics, and AI use cases.

• Lead end‑to‑end delivery of Service Now 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 Service Now enhancements and new capabilities.
• Coordinate cross‑functional teams (developers, analysts, vendors, and platform partners) to ensure timely and high‑quality delivery.
• Drive adherence to Service Now platform standards, governance, and best practices across workflows, integrations, and data models.

• Design and deliver Service Now reporting and dashboards that provide actionable insights for operational, delivery, and leadership audiences.
• Build and maintain analytics solutions using Service Now 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 Service Now data with enterprise analytics patterns and tooling.

• Support and deliver AI‑enabled Service Now 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.

• 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 Service Now investments scale with evolving business needs.

• 5+ years of hands‑on Service Now experience
  , including delivery of complex workflows and platform enhancements.
• Experience supporting or delivering AI‑enabled Service Now solutions (e.g., predictive intelligence, virtual agent, automation, or similar capabilities).
• Demonstrated experience with end‑to‑end Service Now delivery, from intake through production release.
• Strong background in data analytics and reporting, with proficiency in Service Now Reporting and Dashboards, Microsoft Excel (advanced analysis, pivoting, modeling), and 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.

• Solid understanding of Service Now 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.

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