ServiceNow Project Manager

About the role

This ServiceNow Project Manager role leads ServiceNow platform operations and delivery for a federal government environment, serving as the primary management point of accountability. The position oversees delivery, staffing, priorities, performance, quality, risks, customer communications, transitions, and multi‑vendor coordination while balancing operational stability with releases, security activities, incidents, and evolving backlog demands. It requires coordinating cross‑functional teams spanning platform operations, architecture, engineering, implementation, testing, and business analysis, maintaining measurable service performance, contractual commitments, delivery continuity, and evidence‑based reporting, and leading transitions, executive escalations, production governance, and customer‑facing communications in a complex technology environment. The position requires U.S. citizenship and the ability to satisfy applicable federal background‑investigation requirements.

Responsibilities

• Serve as the primary management interface for task‑order execution, coordinating Government, prime/subcontractor, and multi‑vendor dependencies while respecting Government decision authority.
• Plan, prioritize, and direct work across ServiceNow platform operations, architecture, engineering, implementation, testing, and business‑analysis functions.
• Balance urgent operational restoration with committed releases, security requirements, control deadlines, and prioritized backlog delivery.
• Own staffing activities, including onboarding, offboarding, backfill planning, leave and coverage management, key‑personnel substitutions, and continuity of service.
• Manage demand and capacity using ServiceNow SPM or equivalent work‑management practices, identifying when work represents standard fixed‑price execution versus Government‑directed surge requirements.
• Own service‑performance governance, including SLA, KPI, and OPI calendars, source‑data quality, dashboards, exceptions, dependencies, corrective actions, and performance validation.
• Maintain integrated schedules, milestones, sprint and release plans, risks, issues, decisions, actions, dependencies, and deliverables within ServiceNow