Delivery Lead

Delivery Lead, ServiceNow Managed Services

Découvrez exactement les compétences, l'expérience et les qualifications dont vous aurez besoin pour réussir dans ce rôle avant de postuler ci-dessous.

IT Service Management and Security Operations

Paris, Île-de-France, France |Hybrid | Permanent, full time |Senior level

About the engagement

This is a managed services role rather than a project role. Your team keeps a live, business critical platform running, evolving and improving, day after day and release after release. If you are looking for greenfield implementations, this is not the right position. If you want real ownership of a platform you will come to know better than anyone, it is.

Role summary

The ServiceNow Delivery Lead owns the technical quality and the operational performance of the managed services team. You combine hands-on platform expertise with team leadership and direct client engagement. On this account you are the senior technical authority and the client’s main technical point of contact.

This is a technical delivery role. It is not an enterprise architecture position, and it is not a purely managerial one. You will still be working in the platform yourself.

What you will do

Technical leadership

• Lead and coordinate a team of ServiceNow developers and consultants.
• Review technical designs and code quality, and hold the team to consistent development standards.
• Translate business requirements into technical solutions across ITSM and Security Operations.
• Develop and configure ServiceNow solutions yourself when the work calls for it.
• Own platform upgrades, release management and deployment quality.
• Mentor developers and raise the technical maturity of the team over time.

Service delivery and run

• Own the technical performance of the service against contractual SLAs.
• Drive incident, problem and change throughput, and step in to unblock what stalls.
• Prioritise and groom the evolution backlog together with the client.
• Represent the team in monthly service reviews and technical governance.
• Identify and drive continuous improvement: automation, ticket deflection, technical debt reduction.

Security Operations

• Lead delivery on Security Incident Response and Vulnerability Response.
• Maintain scanner integrations and the quality of vulnerability data.
• Ensure the CMDB foundation supports accurate security scoping and prioritisation.
• Work alongside the client’s security teams on response workflows and threat intelligence enrichment.

Client engagement

• Act as the main technical point of contact for client stakeholders.
• Support workshops, estimations and sprint planning for evolution work.
• Contribute to scope extension opportunities on the account.

What we are looking for

• Five years or more delivering on the ServiceNow platform, on the integrator side.
• Strong ITSM expertise: Incident, Problem, Change, Request, Service Catalog and CMDB.
• Security Operations experience in production: Security Incident Response, Vulnerability Response, or both.
• Hands-on development: JavaScript, Business Rules, Script Includes, Client Scripts, Flow Designer, REST and SOAP integrations.
• Experience leading a ServiceNow development or support team. We mean technical leadership on delivery, not line management on its own.
• Managed services or application support background. You have worked to SLAs, not only to project milestones.
• French and English at business fluency. French and English: both are used daily and neither is just optional.
• Strong communication and stakeholder management skills.

Certifications

Required

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• ITIL Foundation, 4 or v3.

Strongly preferred

• CIS Security Incident Response (CIS-SIR), or CIS Vulnerability Response (CIS-VR).
• CIS IT Service Management (CIS-ITSM).

Also valued

• CIS Discovery, CIS Risk and Compliance, or other Security and Risk credentials.

If you hold CSA and CAD but not yet a SecOps specialisation, we will still want to talk to you where your Security Operations experience is demonstrable. Fujitsu funds certification and