ServiceNow Technical Delivery Manager

Ondaro is with you for what comes next.

At Ondaro, you’ll be part of a collaborative, global consulting firm that values precision, innovation, and impact. You’ll have the opportunity to influence key financial and operational decisions while helping shape a best-in-class payroll function that supports a diverse international workforce. We invite you to bring your authentic, courageous, empathetic, and customer-obsessed self to a team that’s passionate about delivering excellence for our clients and each other.

The Technical Delivery Manager owns the technical relationship and the day to day engagement for a small portfolio of Ondaro Propel customers. You understand the customer's business, give them practical technical guidance, stay hands on with the platform, and make sound decisions about where it should go. Think of it as a senior technical seat with real account ownership attached.

What you’ll be doing: 

• The customer relationship. You know the customer's business objectives, their stakeholders, the operational problems they are trying to solve, the history of their platform, and what is coming next for them. You can talk with a system administrator in the morning and a business executive in the afternoon and be useful in both conversations. Over time you become the person they call for a straight answer, including when the answer is one they did not want.
• The platform and its direction. You know the estate: what is configured, what is customized, what is fragile, what is unused, and what will hurt at the next upgrade. You hold a point of view on where it should go and keep that view current as the business changes. Technical debt, platform health, upgrade planning, and improvement opportunities are yours to surface, with recommendations grounded in the customer's actual environment. The customer decides what to invest in.
• Hands on technical delivery. Configuration, scripting, troubleshooting, solution design, and reviewing the team's work are a real part of the week. You take on the work where your judgment matters most: the design heavy build, the integration nobody wants to own, the problem that has been failing intermittently for three weeks. You are not the account's universal developer or its overflow capacity. The value of this role comes from pairing the hands on work with continuity, customer knowledge, and the ability to guide the rest of the team.
• Technical decisions and design judgment. You make meaningful design decisions and you can defend them. You know when configuration is the right answer and when custom is genuinely warranted, and you document the reasoning either way so the next person understands it. You also know which decisions deserve an Architect or a specialist, and you bring them in early rather than late.
• Running the engagement. You run the engagement using our established processes and support structures: backlog refinement and work readiness, delivery planning and commitments, progress and blockers, and keeping work assignments and delivery records current. You communicate outcomes and risks clearly and early. This does not mean personally performing every project management activity, and it does mean the engagement runs well on your watch.
• Governance and advisory. Governance and advisory are standing parts of the service rather than something that happens when there is spare time. You lead service reviews and business reviews, bring recommendations before the customer asks for them, and keep the engagement connected to where they are trying to take the platform.
• Delivery efficiency and account health. You understand the financial health of your accounts and how delivery choices affect it. Unnecessary handoffs, avoidable rework, resource churn, and poor technical decisions cost the customer and the engagement both. The expectation is that you deliver the contracted outcomes efficiently while holding technical quality and a strong customer experience. Commercial terms and contract changes are set with practice leadership, not on your own.
• Leading the technical team on the account. Consultants and specialists working on your account look to you for technical direction. You set it, review the work, unblock people, and bring in deeper expertise when the problem calls for it. Growing the people around you is part of the job, and you are not their people manager.

What you'll bring to the table 

• Experience. Six or more years working hands on in ServiceNow at a senior level. We expect to see this profile arrive from several directions: a Senior Technical Consultant, a technically strong Business Process Consultant, someone who has owned a platform internally, or an Architect who wants to stay close to the work. Practical experience carries as much weight here as certifications.
• Technical depth. You can design, build, and explain solutions on the platform. We expect real strength across scripting, integrations, data model, security, or process design, along with a working sense of how the platform behaves through upgrades. You do not need to be a specialist in every development discipline. Your instinct is to use the platform the way it was designed before reaching for custom code, because you have cleaned up the alternative.
• Technical judgment. You can handle a meaningful share of your customer's technical needs yourself and you can tell the difference between a decision that is yours and one that needs an Architect or a specialist. Bringing in help at the right moment is a strength in this role.
• Business process fluency. You can sit with a process owner who has never heard of a flow and get to the real requirement. You are comfortable saying when the process, rather than the platform, is the problem.
• Customer relationship skill. You build trust with technical administrators and business leaders alike, and you keep people informed without being asked. Your writing is clear enough that people actually read it.
• Delivery fluency. Refinement, story readiness, sizing, and release cadence. You have run this rhythm on a live account and can keep an engagement on track using our established Managed Services processes and support.
• Judgment under ambiguity. Managed services is a steady stream of half formed requests and competing priorities. The job is working out what is real, what is urgent, what needs more definition, and what should not be done at all.
• Directness. You can tell a customer something they do not want to hear early, explain why, and keep the relationship stronger for it.
• Commercial awareness. You understand how effort, efficiency, and delivery decisions affect the health of an account, and you raise concerns before they turn into problems.

Preferred qualifications: 

• ServiceNow Certified System Administrator (CSA)
• One or more Certified Implementation Specialist (CIS) certifications, ideally across more than one product line
• Certified Application Developer (CAD), or an equivalent hands on scripting background
• ITIL Foundation (v4 or later)
• Scrum certification such as CSM, PSM, or equivalent
• Experience carrying a platform through multiple ServiceNow release families
• Integration experience beyond the straightforward: MID Server, custom APIs, difficult source systems
• Experience putting ServiceNow AI capabilities into real production use
• Experience supporting customers in regulated environments such as public sector, healthcare, life sciences, or utilities
• A track record of an account growing because the delivery earned more trust

Perks? Oh, yes.

Ondaro's success is based on our most valuable asset - our people. We offer a robust benefits package designed with your needs in mind. We are passionate about investing in our people and support your continued education and career development.

We value diversity at our company. Ondaro is an equal opportunity employer. Everyone who applies with the qualifications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

To learn more about Ondaro LLC, please visit our website and check out our podcast series. Also be sure to follow us on LinkedIn and YouTube!

Ondaro LLC (“Ondaro”) collects and uses your personal information, including sensitive personal information, for human resources, employment, benefits administration, health and safety, and business-related purposes and to be in legal compliance/the business purposes listed in the chart HERE. We are committed to properly handling the personal information collected or processed in connection with your employment relationship with us. We will not sell the personal information, including any sensitive personal information, we collect about our employees or applicants for employment or share it with third parties for cross-context behavioral advertising.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

Note: Base salary range is $145,000 - $175,000 USD  This range represents the expected compensation for this position. Actual salaries will vary and may be above or below the range when taking into account the wide range of factors that are considered in making compensation decisions, including but not limited to location; skill sets; experience and training; licensure and certifications; and other business and organizational needs. Compensation decisions are dependent on the facts and circumstances of each case. The range listed is just one component of the total compensation package for employees.