ServiceNow Delivery Manager

About Our Company

We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses – Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

Job Description

The Delivery Manager (Experience & Platform Enablement). Lead the delivery and evolution of enterprise employee experience platforms, with a strong focus on ServiceNow, and future digital experience capabilities. Partner closely with business and technology leaders to drive user-centered design, large-scale organizational change, and a cohesive one stop digital experience strategy. Success in this role requires strong business acumen, forward-thinking experience design, and the ability to influence and lead business and technology teams through complexity.

Key Responsibilities

Experience & Platform Strategy

Lead experience and optimized product strategy for employee-facing products.

Help define and advance a long-term one-stop portal vision that simplifies how employees access services and information.

Identify opportunities to improve usability, adoption, and value through human-centered design and emerging capabilities, including AI.

Delivery & Change Leadership

Lead delivery of large, cross-functional initiatives, including migration of a ServiceNow Technology Service Center to EC Pro.

Partner with product, program, and change leaders to manage scope, sequencing, risks, and outcomes.

Navigate ambiguity while balancing speed, quality, and user impact.

Business & Stakeholder Partnership

Act as a trusted advisor to business and technology leaders.

Translate business needs into clear experience and platform strategies.

Build strong, outcome-driven relationships across HR, Corporate Functions, Experience teams, and Technology partners.

Communication & Executive Engagement

Develop and deliver clear, compelling executive-level presentations.

Communicate complex ideas (platform strategy, experience design, AI enablement) in a way that resonates with non-technical audiences.

Support decision-making through strong storytelling, insights, and recommendations.

Governance, Metrics & Continuous Improvement

Establish metrics that measure quality, adoption, and business value.

Ensure alignment with enterprise governance and risk expectations.

Champion continuous improvement, learning, and innovation.

Required Qualifications

Bachelor’s degree in Business, Technology, Design, or related field (or equivalent experience).

Experience delivering and evolving ServiceNow-based solutions, with an emphasis on experience, workflows, and platform and product enablement.

Proven experience leading large-scale organizational change or platform transformations.

Strong business relationship and influence skills, including working with senior leaders.

Excellent written, verbal, and presentation skills.

Comfort operating in fast-moving, ambiguous environments.

Program or product leadership experience across discovery, roadmap, and value realization.

5+ years of relevant experience

Visa Sponsorship

Applicants must have a valid work authorization that does not now, or in the future, require visa sponsorship for employment in the United States (e.g., H-1B, F-1 CPT, F-1 OPT, TN).

In-Office Collaboration

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least four (4) days per week, with flexibility to work from home one (1) day per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Preferred Qualifications

Experience with ServiceNow Employee Center Pro (EC Pro).

Exposure to or hands-on experience with AI-enabled capabilities, automation, or analytics within enterprise platforms.

Background in user experience, service design, or experience-led transformation.

Program or product leadership experience spanning discovery, roadmap development, strategic plan thru implementation and value realization.

Base Pay Salary

The estimated base salary for this role is $115,000 - $145,000/ year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurance.

Full-Time/Part-Time

Full time

Exempt/Non-Exempt

Exempt

Job Family Group

Technology

Line of Business

TECH Technology

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.