ServiceNow Project Manager

JD:

Role Overview

We are seeking an experienced ServiceNow Project Manager to lead end-to-end delivery of ServiceNow programs and projects across ITSM, ITOM, HRSD, SecOps, and other modules. The ideal candidate will have strong project governance skills, deep understanding of ServiceNow platform capabilities, and the ability to drive stakeholder alignment, delivery excellence, and business outcomes.

Key Responsibilities:

Project Delivery & Governance

• Lead end-to-end delivery of ServiceNow implementation, migration, and enhancement projects.
• Establish and manage project plans, timelines, budgets, scope, and resource allocation.
• Ensure adherence to Agile / Waterfall / Hybrid delivery models.
• Drive governance forums, steering committees, and executive reporting.
• Identify risks, dependencies, and issues; implement mitigation strategies proactively.

Stakeholder Management

• Act as the primary interface between business stakeholders, IT teams, and external vendors.
• Facilitate requirements gathering, solution alignment, and signoffs.
• Communicate project status, risks, and outcomes to leadership and client stakeholders.

ServiceNow Platform Delivery

• Oversee implementation of ServiceNow modules such as:

• IT Service Management (ITSM)
• IT Operations Management (ITOM)
• IT Asset Management (ITAM)
• HR Service Delivery (HRSD)
• Security Operations (SecOps)

• Collaborate with architects and developers to ensure scalable and compliant solutions.
• Ensure adherence to ServiceNow best practices and platform governance.

Financial & Resource Management

• Manage project budgets, forecasting, and cost optimization.
• Track project financials, including revenue, margins, and billing milestones.
• Allocate and optimize resources across multiple workstreams.

Quality & Compliance

• Ensure delivery meets quality standards, compliance guidelines, and audit requirements.
• Drive documentation, knowledge management, and process adherence.
• Support internal and external audits, ensuring proper evidence and controls.

Continuous Improvement

• Identify opportunities for automation, process optimization, and AIOps integration.
• Drive innovation using ServiceNow capabilities (Workflow Automation, AI/ML features, etc.).
• Capture lessons learned and implement best practices across engagements.

Required Skills & Qualifications:

Education:

• Bachelor’s degree in computer science, Information Technology, or related field.
• PMP / PRINCE2 / Agile certifications preferred.

Experience:

• 8–15 years of IT experience with 3–5+ years in ServiceNow project management.
• Proven track record in managing large-scale ServiceNow implementations.
• Experience in working with global teams and enterprise clients.

Technical & Functional Skills:

• Strong understanding of ServiceNow platform and modules (ITSM, ITOM, HRSD, etc.).
• Familiarity with integrations (REST APIs, MID Server, third-party tools).
• Knowledge of ServiceNow architecture, workflows, and CMDB.

Project Management Skills:

• Expertise in Agile, Scrum, and traditional methodologies.
• Strong risk management, conflict resolution, and decision-making skills.

Soft Skills:

• Excellent communication and stakeholder management skills.
• Strong leadership and team management capabilities.
• Ability to operate in fast-paced, high-pressure environments.

Preferred Qualifications:

• ServiceNow certifications (e.g., CSA, CIS-ITSM, CIS-ITOM).
• Experience in regulated environments (ITAR, SOX, HIPAA, etc.).
• Exposure to AIOps, automation, and cloud platforms (Azure, AWS).