ServiceNow Service Delivery Lead

Service Now Service Delivery Lead – KPMG US

Join to apply for the Service Now Service Delivery Lead role at KPMG US
. This hybrid opportunity is part of our Digital Nexus technology organization.

• Build and lead an effective Service Now product management team dedicated to the development, design, implementation, and support of the technology and digital transformation vision, strategy, and roadmap for the Service Now ITSM, ITOM, Finance & Accounting, and custom application suite of capabilities, functions, and workflows.
• Serve as the point of ownership for an entire Service Now module or group of modules and coordinate the delivery of new epics, features, and ad hoc demand; establish and manage vendor relationships with third‑party teams, ensuring alignment with technical guidelines and standard operating procedures while implementing rigorous vendor management practices to optimize resource allocation.
• Directly manage the product management and delivery of customer vision to Service Now solution strategy that aligns with business priorities and is informed by quantitative insights, customer problems to solve for, and opportunities for continual improvement; translate strategy into a product roadmap with forward‑planned multi‑quarter horizon milestones.
• Work with business customers, key stakeholders, business process owners, and executive leaders to prioritize product features into a roadmap; lead and partner with Service Now and other platform teams to ensure consistent delivery.
• Govern teams of Service Now delivery resources, including Product Owners, Developers, and Technical Leads; collaborate with Release Train Engineers, SCRUM Masters, and Business Process Consultants.
• Incorporate SAFe PI Planning, ARTs, product backlog management, and sprint delivery planning for a module or set of modules; provide people leadership and direction to remove obstacles, optimize team capacity, and increase automation and process efficiency; ensure the optimization of velocity, quality, and cost of the delivery function by defining and implementing proper resourcing, including scope for offshoring.

• Minimum ten years of recent experience implementing enterprise solutions with expertise in production deployments working within Service Now; experience includes leading, managing, and supporting operations and delivery for a Service Now product.
• Bachelor’s degree from an accredited college or university is preferred.
• Advanced knowledge in strategic solution delivery models to ensure products and/or services continually innovate and drive continuous improvement; strong experience and knowledge of IT practices that result in predictability, scalability, and increased velocity.
• Be self‑directed and able to define, execute, and deliver a product roadmap that adds great value to our customers; demonstrate strong organizational skills, troubleshooting, knowledge and experience with Service Now; strong verbal/written communication, with ability to effectively interact with individuals at all levels of responsibility and authority; must be able to prioritize, delegate and foster the development of high‑performance teams to lead/support an environment driven by customer service and teamwork.
• Capability to deliver compelling and persuasive presentations; capacity to effectively manage scope of projects and the expectation of the project; ability to produce clear business requirements from stakeholders, effectively prioritize requirements and make informed project tradeoffs, and map business requirements to appropriate functional/technical requirements; proven leadership and people management experience working with teams located in multiple geographic time zones.
• Applicants must be authorized to work in the U.S. without the need for employment‑based visa sponsorship now or in the future; KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity.

KPMG offers a comprehensive compensation and benefits package, including medical, dental, vision, disability, life insurance, 401(k) plans, and a robust suite of personal well‑being benefits to support your mental health.…