Delivery Lead - ITSM ServiceNow

Location: Onsite 3 days a wk; Hybrid – Office location is Charlotte NC

Required Pay Scale: $65 - 70hr W2

***Due to client requirements this role is only open to USC or GC candidates***

Summary

The ITSM Delivery Lead is a hands-on role where you will be Governing, planning, coordinating, and executing technology releases across multiple delivery teams to ensure changes are implemented safely, predictably, and in compliance with Enterprise Change Management standards. Acting as the primary point of coordination for release events - providing end-to-end visibility into release health, risk, readiness, and execution. This includes facilitating release readiness reviews, managing cross-team dependencies, overseeing deployment activities, developing and maintaining release/change dashboards, delivering status updates to stakeholders and leadership, and coaching post-implementation reviews and continuous improvement efforts.

Responsibilities

• Governed/coordinated technology releases across multiple delivery teams
• Facilitated release readiness reviews (testing, approvals, implementation plans, communication plans, rollback procedures)
• Managed cross-team dependencies and delivery coordination
• Evaluated release readiness, operational risk, system dependencies, and rollback strategies
• Escalated release conflicts and production stability risks to leadership
• Built/maintained release and change management dashboards for executive reporting
• Delivered status updates to stakeholders/leadership on delivery, risks, issues, schedule
• Led post-implementation reviews and continuous improvement activities

Must Haves:

• 3 years as a Delivery Lead in a Change and Release Support role.
• 3 Direct experience working in an Agile team (directly aligned to a product), familiarity with agile practices and ability to work independently.
• Experience working in Jira and Confluence
• 2 years ServiceNow implementation experience
• Familiarity with APIs, SaaS, Integrations, Asset and Configuration Item attributes
• Deep understanding of Asset Discovery data sets, tools/methods, processes, workflows, normalization, and conflict resolution
• Competency in the Microsoft Suite including Word, Excel, PowerPoint, Visio and Outloo
• Demonstrated ability to interpret business and technical needs and translate them into actionable user stories for software engineering teams
• Ability to operate as part of cross-functional work streams to execute projects with quality and on-time
• Good communication, presentation, and analytical skills with the ability to articulate to key partners

Nice to Haves:

• Knowledge of product lifecycle management and product management principles.
• Understanding of OKR framework

About Matlen Silver

Experience Matters. Let your experience be driven by our experience. For more than 40years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works.

Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status.If you are a person with a disability needing assistance with the application orat any point in the hiring process, please contact us at email and/or phone at info@matlensilver.com // 908-393-8600