ServiceNOW Technical Project Manager

Overview

Role Summary

We are seeking an experienced ServiceNow Enterprise Project Manager to lead the planning, execution, and delivery of large-scale Enterprise ServiceNow implementation and transformation programs. The ideal candidate will have extensive experience managing enterprise ITSM/ CSM/ATF/ITOM/CMDB/ NOW Assist etc. projects, coordinating cross-functional teams, stakeholder management and ensuring successful delivery within scope, schedule, and budget while maintaining high customer satisfaction.

Key Responsibilities

Project & Program Management

• Lead end-to-end ServiceNow implementation, migration, upgrade, and enhancement projects.
• Define project scope, timelines, milestones, budgets, and resource plans.
• Manage multiple concurrent ServiceNow projects across global teams.
• Develop and maintain project plans using Agile, Scrum, Hybrid, or Waterfall methodologies.
• Bring the process improvements with Automation and AI
• Monitor project health, risks, dependencies, and mitigation plans.
• Ensure projects are delivered on time, within budget, and meet quality standards.

Stakeholder Management

• Serve as the primary point of contact for customers stakeholders.
• Facilitate steering committee meetings, governance reviews, and executive status updates.
• Build strong relationships with business leaders and technology teams.
• Manage customer expectations and proactively resolve escalations.

ServiceNow Delivery

• Coordinate implementation of ServiceNow modules including: ITSM/ CSM/ATF/ITOM/CMDB/Now Assist etc.
• Ensure adherence to ServiceNow best practices and platform governance.
• Collaborate with architects, developers, business analysts, QA teams, and platform administrators.

Risk & Financial Management

• Identify project risks, issues, assumptions, and dependencies.
• Track project budgets, forecasts, resource utilization, and financial performance.
• Manage scope changes through formal change control processes.
• Ensure contractual commitments and SLAs are achieved.

Team Leadership

• Lead distributed, cross-functional, and offshore delivery teams.
• Mentor project coordinators and junior project managers.
• Foster collaboration, accountability, and continuous improvement.

Reporting & Governance

• Prepare project dashboards and executive reports.
• Track KPIs, RAID logs, milestones, and delivery metrics.
• Conduct project health checks, retrospectives, and lessons learned sessions.
• Ensure compliance with organizational PMO standards and governance frameworks.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)
• PMP (Project Management Professional)
• Certified ScrumMaster (CSM) or SAFe Agilist

Key Performance Indicators (KPIs)

• On-time and within-budget project delivery.
• Customer satisfaction (CSAT) and stakeholder feedback.
• SLA and contractual compliance.
• Resource utilization and delivery efficiency.
• Risk mitigation effectiveness.
• Successful adoption and business value realization of ServiceNow solutions.