Position Overview
We are seeking an experienced Senior Project Manager – ServiceNow to lead the delivery of complex, enterprise-scale ServiceNow implementations. The successful candidate will be responsible for driving successful outcomes across the full project lifecycle, from initial discovery through implementation and deployment, while ensuring alignment with business objectives, timelines, scope, and budget.
The ideal candidate will have a strong background in ServiceNow delivery, IT Service Management (ITSM), ITIL frameworks, and qualified services project execution, along with the ability to lead cross-functional teams effectively in a client-facing environment.
Key Responsibilities
1. Project Leadership & Delivery
• Lead end-to-end delivery of ServiceNow implementations, including:
• IT Service Management (ITSM)
• IT Operations Management (ITOM)
• IT Asset Management (ITAM)
• Integrated Risk Management (IRM)
• Related ServiceNow modules
• Develop and manage comprehensive project plans, timelines, deliverables, and milestones.
• Oversee all phases of project delivery, including:
• Project kickoff
• Requirements gathering
• Solution/design validation
• Build and configuration
• Testing
• Deployment and go-live
• Ensure projects are delivered on time, within budget, and in accordance with the agreed scope and quality standards.
2. Client Engagement & Stakeholder Management
• Serve as the primary point of contact for client stakeholders and executive sponsors.
• Build and maintain strong, trusted client relationships through proactive communication and delivery excellence.
• Lead project governance meetings, including:
• Project status reviews
• Steering committee meetings
• Executive updates
• Communicate project status, risks, issues, dependencies, and key decisions clearly to both technical and non-technical stakeholders.
• Manage stakeholder expectations and ensure alignment throughout the project lifecycle.