General Dynamics Information Technology ServiceNOW Delivery Manager in Windsor Mill, Maryland

Job Description

General Dynamics Health Solutions is actively seeking ServiceNow Delivery Task Manager to help lead the adoption of ServiceNow with one of our key health industry customers. In this role, the candidate will lead a team of ServiceNow developers and Scrum Masters in the ServiceNow platform to support critical business functions in addition to support the implementation of IT operations management modules of ServiceNow. The ideal candidate will be someone who is looking for continual growth, can think strategically and perform tactically, and mostly importantly, wants to make a positive difference to the people around them.

  • Manage the design and development of solutions within the ServiceNow platform to include modifications of applications, forms, workflow, interfaces and any other customization.

  • Manage a team of ServiceNow developers and Scrum Masters to effectively operate in an Agile fashion to deliver features and products as quickly as possible while minimizing risk

  • Lead systems integrations and process automation. Advise functional and administrative teams on design, development and overall ServiceNow best practices.

  • Demonstrate good judgment, identifying problems in advance and proposing solutions.

  • Prepare and maintain up to date documentation for internal and external customers detailing configuration of deployed solutions.

  • Work with Security teams early in design phases to ensure solutions comply with FISMA controls and Federal security policies.

  • Participate in the creation of a DevOps-enabled automated CI/CD solutions that deliver tools and processes for rapid application development efforts and on-going production operations.

  • Collaborate with DevOps and infrastructure teams to create sound automation solutions. Troubleshoot automation issues and find practical solutions to address barriers, enabling forward movement in the application lifecycle.

Delivering Results

  • Make clear, pragmatic and manageable plans for service delivery using program and project management disciplines.

  • Exemplify positive client service behaviors and promote a culture focused on ensuring client needs are met.

  • Establish how the business area compares to client service expectations and industry best practice and identify necessary improvements in plans.

  • Get the best out of people by giving enthusiastic and encouraging messages about priorities, objectives and expectations.

  • Adopt clear processes for managing at all levels.

  • Review, challenge and adjust performance levels to ensure quality outcomes are delivered on time rewarding success.

  • Maintain effective performance in difficult and challenging circumstances, encouraging others to do the same.

Engaging People

  • Be visible to staff and stakeholders and regularly undertake activities to engage and build trust with people involved in area of work.

  • Confidently engage with stakeholders and colleagues at all levels to generate commitment to goals.

  • Clarify strategies and plans, giving clear sense of direction and purpose for self and team.

  • Actively build and maintain a network of colleagues and contacts to achieve progress on objectives and shared interests.

  • Encourage contributions and involvement from a broad and diverse range of staff by being visible and accessible.

  • Effectively manage team dynamics when working across departmental and other boundaries.

  • Seek constructive outcomes in discussions, challenge assumptions but remain willing to compromise when it is beneficial to progress.


  • Bachelors Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience.

  • Professional certification (PMP) preferred.


  • 10-12 years of related application development experience and/or business analysis experience, including supervisory experience.

  • 4+ years of ServiceNow development experience.

  • Experience with AWS Cloud a plus.

  • Experience with ServiceNow AD, LDAP, and Single Sign On integration.

  • Automated Systems Deployment/Management Expertise.

  • Demonstrated experience with the Scrum Agile methodology.

  • Planning tools such as Atlassian Jira

  • Source control tools such as GitHub.

  • Solid understanding of software lifecycle and software engineering best practices, including specification, documentation, configuration management, testing and quality assurance.

  • Ability to influence others using reasoning, persuasion, and negotiation; excellent interpersonal skills.

  • Strong ability to learn new technologies in a short time.

  • Must possess well-developed verbal and written communication skills.

  • US Citizen only can be considered for this position.

  • Spot warning signs of things going wrong and provide a decisive response to significant delivery challenges.

  • Encourage a culture of innovation focused on adding value by giving people space to think creatively.

  • Analyze and evaluate pros and cons and identify risks in order to make decisions that take account of the wider context, including diversity and sustainability.

  • Identify the main issues in complex problems, clarify understanding or stakeholder expectations, to seek the best option.

  • Make difficult decisions by pragmatically weighing the complexities involved against the need to act.

  • Push decision making to the right level within their teams, not allow unnecessary bureaucracy and structure to suppress innovation and delivery.

Specialist Skills and requirements

  • Experience in delivering digital projects and products.

  • Proven experience using Agile project management methods.

  • Proven experience balancing multiple priorities and dealing with ambiguity.

  • Sound understanding of the digital landscape.

  • Experience in matrix-managing multi-disciplinary teams.

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Requisition ID2018-48002

of Openings1

Job FunctionProgram Management

Security Clearance LevelNone

Full/Part TimeFull Time