ServiceNow & AIOps Delivery Lead-Melbourne

Location: Melbourne, Australia – Mandatory

Employment Type: Permanent

Experience: 15+ Years

Role Level: Senior Delivery Lead

Eligibility: Australian PR or Australian Citizens Only

Role Overview

We are seeking an experienced ServiceNow & AIOps Delivery Lead to strengthen delivery governance and support the continued growth of a ServiceNow portfolio. The role will provide end-to-end governance across ServiceNow, AIOps and Enterprise Service Management initiatives, from demand and opportunity shaping through mobilisation, execution and successful delivery.

Key Responsibilities

Establish and drive delivery governance across the ServiceNow and AIOps portfolio.Provide oversight across multiple concurrent ServiceNow initiatives, projects and opportunities.Manage governance across scope, schedule, dependencies, risks, issues, resources, quality and delivery commitments.Manage the delivery pipeline from initial demand and qualification through shaping, mobilisation and execution.Work with business, account, technology and delivery stakeholders to prioritise and structure incoming demand.Shape opportunities into executable initiatives, including scope, delivery approach, resources, timelines, milestones and dependencies.Establish appropriate estimates, delivery plans, governance and ownership before mobilisation.Provide portfolio governance across ServiceNow AIOps, ITOM, ITSM, Enterprise Service Management, platform upgrades, licensing, enhancements and transformation initiatives.Act as the senior delivery interface between business stakeholders, technology teams, ServiceNow leadership and delivery teams.Establish and maintain RAID governance, integrated delivery plans and portfolio-level risk visibility.Identify and proactively manage delivery risks, dependencies, capacity constraints and resource requirements.Monitor active initiatives against agreed plans, milestones, scope and outcomes.Drive corrective actions and recovery planning for initiatives moving to Amber or Red status.Support estimates, proposals, Statements of Work and commercial discussions where required.Build strong relationships with senior business and technology stakeholders and provide clear executive-level reporting.

Required Experience

15+ years of experience in IT delivery, programme/project management, delivery governance and senior stakeholder management.Proven experience managing complex enterprise technology deliveries and portfolios.Strong experience managing multiple concurrent programmes, projects and workstreams.Demonstrated expertise in programme governance, portfolio management, demand management and delivery assurance.Strong senior stakeholder and executive management experience.Proven ability to manage risks, dependencies, resources, capacity, issues and escalations.Experience taking opportunities from pipeline/pre-sales through mobilisation and delivery.Experience working across complex customer, vendor and partner environments.Strong understanding of Agile, Waterfall and hybrid delivery methodologies.Experience operating in complex and highly regulated enterprise environments.

ServiceNow & Technology Experience

Strong understanding of the ServiceNow platform and enterprise ServiceNow delivery lifecycle.Experience managing or governing significant ServiceNow programmes, portfolios or transformation initiatives is highly desirable.Understanding of AIOps, ITOM, ITSM and Enterprise Service Management.Familiarity with ServiceNow licensing, platform upgrades, integrations and enterprise-scale implementations.Ability to effectively engage with ServiceNow architects, technical leads, product owners and SMEs.Ability to translate technical challenges into clear business, delivery and governance implications.

Leadership & Stakeholder Skills

Strong delivery leadership and ownership.Excellent stakeholder management and executive communication skills.Strong analytical, planning and problem-solving capabilities.Ability to challenge assumptions and drive timely decisions.Strong organisation, prioritisation and influencing skills.Commercial and delivery awareness.Ability to bring structure, discipline and governance to a growing delivery portfolio.Strong focus on accountability, transparency and predictable delivery outcomes.