ServiceNow Project Manager

Key Responsibilities

Project Management & Delivery

• Oversee the end-to-end implementation of ServiceNow modules, including Incident Management, Change Management, Asset Management, CMDB, and ITOM.
• Develop and execute a detailed project plan, including milestones, deliverables, RACI, and communication cadence.
• Monitor project scope, timeline, and budget to ensure successful delivery under a fixed-price contract structure.
• Identify risks and proactively implement mitigation strategies to prevent scope creep and cost overruns.
• Ensure compliance with client s security standards and regulatory requirements.
• Manage project governance, documentation, and stakeholder reporting.

Fixed-Price Contract Management

• Define clear deliverables and acceptance criteria upfront.
• Ensure strict adherence to scope to avoid cost overruns.
• Manage change orders effectively to ensure project profitability.
• Track resource allocation and burn rate to maintain financial control.
• Regularly update executive leadership on project financials, risks, and progress as part of steering committee meetings.

Client Communication & Stakeholder Management

• Serve as the primary point of contact between the development team and the client.
• Facilitate requirement gathering sessions, ensuring alignment between business needs and technical solutions.
• Conduct weekly client meetings, status reports, and executive briefings.
• Manage client expectations and address concerns proactively.
• Drive collaboration between client and Nagarro teams to ensure project success.

Change Request & Issue Management

• Manage change requests (PCRs) by evaluating scope, impact, and cost implications.
• Work closely with the client to define, review, and approve project change requests.
• Triage and prioritize issues raised by stakeholders to ensure smooth project execution.
• Ensure that all approved changes are incorporated into the project plan and budget.

Testing, UAT, & Training

• Oversee the User Acceptance Testing (UAT) process and facilitate stakeholder buy-in.
• Ensure the creation of technical and functional documentation for knowledge transfer.
• Supervise the development of training programs for ServiceNow end users and administrators.
• Ensure a smooth go-live transition with Hypercare support.

Client & Change Management Skills

• Serve as the primary point of contact between the development team and the client.
• Facilitate requirement gathering sessions, ensuring alignment between business needs and technical solutions.
• Conduct weekly client meetings, status reports, and executive briefings.
• Manage client expectations and address concerns proactively.
• Drive collaboration between client and Nagarro teams to ensure project success.

Qualifications

• 14+ years of IT project management experience, with experience delivering 2 3 end-to-end ITSM implementations in ServiceNow.
• Strong ServiceNow project management experience, with expertise in ITAM, CMDB, ITSM, ITOM, and custom workflows.
• Proven ability to deliver projects under fixed-price contracts, ensuring financial and operational control.
• Experience in managing security compliance within IT projects.
• Knowledge of waterfall and hybrid project management methodologies.
• Bachelor s or master s degree in computer science, Information Technology, Business Administration, or related field.
• PMP, ITIL, or ServiceNow certifications preferred.
• Experience in US public sector or government projects is a plus.