Head of Delivery – ServiceNow AppDevelopment

About Us: We are a boutique ServiceNow app development company working with global clients to build, publish, and support ServiceNow applications. Our projects are typically small to mid-sized, focused on integrations, with ongoing customer support needs.

Role Overview: We are seeking a Head of Delivery to act as the orchestrator of our entire delivery process. This is a strategic leadership role, responsible for ensuring smooth execution of multiple projects, optimizing delivery processes, and building a reliable, scalable team (full-time, freelancers, or agencies). You will not be involved in day-to-day task execution but will create the structure, accountability, and rhythm that allows our developers to deliver successfully.

Key Responsibilities:

• Establish and continuously improve the delivery framework and workflows for app development and support.
• Align resources (full-timers, freelancers, agencies) with project needs and manage capacity planning.
• Set clear delivery expectations, timelines, and escalation paths.
• Monitor progress and remove roadblocks rather than micromanaging tasks.
• Build a dependable talent network with the support of the HR team.
• Act as the primary point of contact for project health and delivery status reporting to leadership.
• Drive a culture of ownership, quality, and timely delivery across the team.

Requirements:

• Proven experience leading delivery for multiple concurrent software projects (preferably ServiceNow or SaaS).
• Strong skills in process design, project governance, and team orchestration.
• Ability to manage distributed, mixed teams (full-time, freelancers, agencies).
• Excellent communication, risk management, and leadership abilities.
• Comfortable working in a startup environment where systems and teams are evolving.

Nice to Have:

• Familiarity with Upwork or freelance talent ecosystems.
• Experience with integration-based applications and post-go-live support models. Contract duration of 3 to 6 months. with 10 hours per week.

Mandatory skills: ServiceNow, Process Design, project governance, team orchestration