Description
The role is for a ServiceNow Delivery & Analytics Lead responsible for managing ServiceNow Technology Change Management initiatives, including AI-enabled capabilities, platform delivery, and advanced reporting. The successful candidate will translate business needs into scalable ServiceNow solutions, ensuring data quality, actionable insights, and strong delivery governance across multiple workstreams. This role involves end-to-end delivery ownership, partnering with product owners, technology teams, and stakeholders to achieve measurable outcomes.
What We're Looking For
Lead end-to-end delivery of ServiceNow initiatives (requirements intake, solution design, build, testing, deployment, post-implementation support).
Partner with stakeholders to define acceptance criteria, milestones, and success measures.
Coordinate cross-functional teams (developers, analysts, vendors, platform partners).
Ensure adherence to ServiceNow platform standards, governance, and best practices.
Design and deliver ServiceNow reporting and dashboards for actionable insights.
Build and maintain analytics solutions using ServiceNow reporting, Excel, Power BI.
Translate complex datasets into clear narratives for decision-making.
Support and deliver AI-enabled ServiceNow capabilities for Technology Change Management.
Partner with architects to integrate AI features responsibly.
Identify opportunities for AI and analytics to reduce risk and effort, improve cycle times, and enhance user experience.
Act as a trusted delivery partner to business and technology stakeholders, balancing demand, capacity, and strategic priorities.
Provide regular delivery updates, risk assessments, and dependency management.
Contribute to roadmap planning and future-state design for ServiceNow investments.
Ideal Candidate
5+ years of hands-on ServiceNow experience, including delivery of complex workflows and platform enhancements.
Experience supporting or delivering AI-enabled ServiceNow solutions (e.g., predictive intelligence, virtual agent, automation).
Demonstrated experience with end-to-end ServiceNow delivery, from intake through production release.
Strong background in data analytics and reporting.
Proven ability to manage multiple initiatives concurrently in a fast-paced delivery environment.
Ability to lead teams, including managing vendor teams.
Solid understanding of ServiceNow data structures, integrations, and reporting architecture.
Ability to translate business requirements into technical solutions and analytics outputs.
Experience working in large, regulated, or enterprise environments (Nice to Have).
Familiarity with ServiceNow ITSM, CMDB, CSDM, or risk/compliance use cases (Nice to Have).
Exposure to enterprise data governance or analytics standards (Nice to Have).
Hard Skills
Soft Skills
Work Hours
37.5 hours/week
Benefits
Special Commitments
Ability to lead teams, including managing vendor teams
Also Available At
About the Company
The Toronto-Dominion Bank
The Toronto-Dominion Bank and its subsidiaries are collectively known as TD Bank Group, one of the largest banks in North America. TD provides a wide range of personal, commercial, and investment banking products and services to over 27 million customers globally. Headquartered in Toronto, Canada, the bank operates through key segments including Canadian Retail, U.S. Retail, and Wholesale Banking.
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