Senior Project Manager – ServiceNow

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 professional services project execution, along with the ability to lead cross-functional teams effectively in a client-facing environment.

Key Responsibilities

- 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 solid, 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.

3. Program Governance & Execution

- Maintain and manage core project artifacts, including:
- Project plans and schedules
- RAID logs covering risks, assumptions, issues, and dependencies
- Financial tracking and budget forecasts
- Status reports and executive summaries
- Drive effective scope management and change control processes.
- Ensure adherence to PMO standards, methodologies, governance processes,



and delivery frameworks.
- Provide regular project status reporting and executive-level summaries.
- Ensure appropriate project documentation is maintained throughout the delivery lifecycle.

4. Team & Resource Management

- Lead and coordinate cross-functional teams comprising:
- ServiceNow Architects
- Developers
- Business Analysts
- Technical Analysts
- Business stakeholders
- Other delivery resources
- Partner with resource management teams to ensure appropriate staffing and resource utilization.
- Provide leadership, direction, coaching, and mentorship to project team members.
- Coordinate effectively across distributed, offshore, and onshore delivery teams where applicable.
- Foster a collaborative, high-performing delivery environment.

5. Risk & Issue Management

- Identify, assess, track, and proactively manage project risks, issues, and dependencies.
- Serve as the primary escalation point for issues that may impact project success.
- Develop and execute mitigation and contingency plans.
- Drive timely resolution of risks and issues.
- Ensure transparent and timely communication of critical risks and issues to stakeholders and executive leadership.

6. Financial & Commercial Oversight

- Manage project budgets, forecasts, and overall financial performance.
- Ensure project delivery remains aligned with contractual obligations and Statement of Work (SOW) commitments.
- Support change requests, scope adjustments, and commercial discussions as required.
- Coordinate with Finance and relevant stakeholders to ensure:
- Accurate billing milestones
- Financial tracking
- Revenue recognition
- Forecast accuracy
- Monitor project financial health and proactively address potential budget variances.

Qualifications & Experience

Required Experience

- 7+ years of experience in project management or program management.
- Proven experience delivering ServiceNow implementations or enterprise ITSM platform implementations.
- Demonstrated success managing large, complex, client-facing technology projects.




- Experience working within a professional services, consulting, or systems integration environment.
- Strong experience managing projects across multiple workstreams and stakeholder groups.
- Experience managing projects through the complete delivery lifecycle, from discovery through deployment and go-live.

Technical & Domain Expertise

- Robust understanding of ServiceNow platform capabilities, including:
- IT Service Management (ITSM)
- IT Operations Management (ITOM)
- IT Asset Management (ITAM)
- Integrated Risk Management (IRM)
- Strong understanding of ITIL frameworks and IT service management best practices.
- Experience managing multi-workstream, enterprise technology initiatives.
- Ability to understand and communicate effectively with both technical and business teams.
- Understanding of ServiceNow implementation methodologies and delivery best practices.

Skills & Competencies

- Excellent written, verbal, and executive communication skills.
- Strong client-facing and stakeholder management capabilities.
- Demonstrated leadership and team management skills.
- Exceptional organizational and project management abilities.
- Strong problem-solving, analytical, and decision-making skills.
- Ability to manage multiple priorities and projects in a fast-paced environment.
- Strong risk, issue, dependency, and change management capabilities.
- Strong customer focus and commitment to delivery excellence.
- Ability to operate effectively in a global, cross-functional, and distributed team environment.

Education & Certifications

Preferred

- Bachelor’s degree in Computer Science, Information Technology, Business Administration, Project Management, or a related field.
- PMP (Project Management Professional) certification.
- ITIL certification.
- ServiceNow certifications such as:
- Certified System Administrator (CSA)
- Certified Implementation Specialist (CIS)
- Other relevant ServiceNow certifications.

Why Join Us?
- Lead high-impact digital transformation initiatives for enterprise clients.
- Work with a collaborative and high-performing professional services team.
- Opportunity to shape and deliver cutting-edge ServiceNow solutions.
- Work on complex, enterprise-scale technology programs.
- Competitive compensation and opportunities for professional and career growth.

📌 Senior Project Manager – ServiceNow (India)
🏢 Pellera Technologies
📍 India