ea Change
Delivery Manager
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Delivery Manager / Business Analyst – ServiceNow (Data & Operational Resilience)
Contract | Part-time (2 days/week) | 6 months with likely extension
Location:
Regional UK office location (North West, Midlands or Scotland) – London excluded. Two days per week on site.
The Role
We're looking for an experienced Delivery Manager / Business Analyst to join a Data and Operational Resilience function within a major UK financial services organisation. This is a client-facing role sitting at the interface between technical delivery teams and the wider business – you'll act as the conduit that translates regulatory and business requirements into deliverable outcomes, and articulates progress and constraints back to stakeholders.
This is not a hands-on development role. You won't be configuring or building within ServiceNow yourself; instead, you'll bring strong ServiceNow domain knowledge to shape, challenge and quality-check requirements, working closely with technical specialists while owning delivery, stakeholder management and communication.
What You'll Be Doing
- Act as the primary link between technical ServiceNow delivery resource and business/regulatory stakeholders, ensuring requirements are understood, translated accurately and delivered against.
- Support the definition and refinement of ServiceNow-based solutions for data resilience use cases, including workflow, CMDB and GRC-related requirements, without performing the technical build yourself.
- Own end-to-end delivery planning, tracking and reporting for workstreams within the programme.
- Coordinate business-as-usual resilience processes, ensuring ongoing coverage, attestations and audit-readiness.
- Create and maintain delivery and resilience artefacts (user stories, workflows, process documentation) to support governance, audit and regulatory scrutiny.
- Engage stakeholders through workshops, demos and regular reporting, building confidence and influence across both business and technical audiences.
- Contribute to Agile ceremonies and continuous improvement of delivery practices across the team.
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What We're Looking For
- Proven experience as a Delivery Manager, Business Analyst, or hybrid Delivery/BA professional within Financial Services (essential).
- Strong working knowledge of ServiceNow – able to credibly discuss bespoke requirements, configuration options and solution approaches with technical teams, even without hands-on build experience.
- Excellent stakeholder management skills, with the ability to act as a trusted conduit between technical and non-technical audiences.
- Strong written and verbal communication, with the ability to clearly articulate delivery approach, progress and risk.
- Comfortable operating in Agile delivery environments.
- A consulting background is desirable but not essential.
- Experience delivering within regulatory or compliance-driven environments is a plus.
- Exposure to Operational Resilience (e.g. PRA/FCA/DORA-related requirements) is highly advantageous.
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Important
This role requires genuine ServiceNow specialist knowledge rather than broad, generalist delivery experience. Candidates should be able to speak confidently and specifically about how bespoke ServiceNow requirements and solutions would be implemented in practice.
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