ServiceNow Project Manager
for section headings, - for lists,
for prose. No repeated job title heading. No Job ID etc. Remove boilerplate: cookie/navigation/legal/EEO etc. Also remove duplicated lines. Need to preserve all substantive info.
We need sections: About the role? The description starts with "Job Description NetImpact Strategies is seeking a ServiceNow Delivery / Project Manager..." That's like summary. Could be "About the role". Then "Key Responsibilities". Then "Qualifications" maybe split into Required and Preferred. Could have "Qualifications" heading with sub? But we only have
for sections; we can include subheadings maybe as
bold? But better to keep sections: About the role, Responsibilities, Qualifications, Benefits, Pay, Schedule? Pay is present: salary range $140,000-160,000. Benefits: list of perks. Schedule not mentioned. So we include Pay and Benefits sections. Also maybe "About Us" but that's company description; could be part of About the role? Might be separate "About Us" but we can include as part of About the role? The instruction: include a section ONLY when posting has real, specific content for it. The posting has "About Us" sections (two duplicates). That's substantive about company. Could be a section "About Us". But they said prefer few substantive sections over many thin ones. Might combine About Us into About the role? However they said use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They didn't list About Us as a standard heading but we could still use it if content exists. But they said "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples, not exclusive. So we can add About Us if needed.
We need to remove duplicated lines: there is duplicate "About Us" paragraph repeated. We'll keep one.
Also remove boilerplate: cookie/navigation/legal/EEO etc. The text includes "ACCESSIBILITY NOTE" etc. That's legal/EEO; we should remove that. Also remove "Perks of working at NetImpact Strategies" maybe part of Benefits. Keep benefits list.
Also remove "The posted salary range is not an exact indication..." etc. That's still part of Pay description; we should keep the salary range but maybe we can keep the sentence? It's substantive about salary range. It's not boilerplate; it's explanation. We'll keep.
We need to preserve all substantive information: responsibilities list, qualifications required and preferred, benefits list, salary range, about us description.
We need to format responsibilities as - . Qualifications maybe as
- for required and preferred? Could separate into Required Qualifications and Preferred Qualifications as subheadings? But we only have
for sections; we could have a Qualifications section and inside use
with bold? But better to split into Required Qualifications and Preferred Qualifications as
? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but we should stick to those examples. Could treat Required Qualifications and Preferred Qualifications as subsections under Qualifications using
with strong? Might be okay.
Simplify: Have sections: About the role, Responsibilities, Qualifications, Benefits, Pay. No Schedule.
Inside Qualifications, we can have two
paragraphs: one for Required Qualifications, one for Preferred Qualifications. Or we can use
- for each bullet. The qualifications are listed as bullet-like sentences. We'll convert each line to
- .
Let's extract responsibilities:
- Serve as the primary management interface for task-order execution and coordinate Government, prime/subcontractor, and multi-vendor delivery dependencies without displacing Government decision authority.
- Plan, prioritize, and direct work across platform operations, architecture, engineering, implementation, testing, and business-analysis lanes so urgent restoration and committed delivery can proceed concurrently.
- Own staffing, onboarding, offboarding, backfill, leave/coverage planning, key-personnel substitution coordination, background-processing visibility, and continuity of the full service window.
- Manage demand and capacity in ServiceNow SPM, balancing service/security restoration, committed releases and control deadlines, and the highest-value prioritized backlog; identify when work is routine FFP execution versus Government-directed surge.
- Own service-performance governance, including SLA/KPI/OPI calendars, source-data quality, dashboards, exceptions/dependencies, corrective actions, and burn-in validation so reported performance is traceable to operating records.
- Maintain integrated schedules, milestones, sprint/release plans, risks, issues, decisions, actions, dependencies, and deliverables in ServiceNow; ensure weekly, biweekly, monthly, quarterly, and release-driven reporting is complete and evidence based.
- Coordinate production control, release readiness, architecture/security governance, and cross-team decisions with the CTA, Platform Operations Lead, product teams, technical monitors, and designated governance bodies.
- Lead incoming and outgoing transition, including transition plans, WBS, access and onboarding readiness, live-environment validation, artifact/knowledge capture, risk mitigation, and transfer of documentation, scripts, accounts, metrics, and operational knowledge without material interruption.
- Track customer satisfaction, feature adoption, business value, platform maturity, and improvement outcomes; convert approved improvement opportunities into prioritized, owned work.
- Lead major-service communications and executive escalation, ensuring the Agency receives a clear operating picture, accountable owners, decision points, expected next update, and closure evidence.
Qualifications Required:
- Four or more years of project/program management experience, including leadership of complex technology delivery or operations teams.
- At least three years leading ServiceNow implementations, platform operations, or managed ServiceNow delivery in a multi-team environment.
- Demonstrated experience with Agile delivery, ServiceNow SPM or equivalent work-management practices, service-level performance management, and fixed-price capacity planning.
- Demonstrated experience managing staffing, transitions, risks/issues/dependencies, release commitments, customer communications, and measurable service outcomes.
- Project-management certification such as PMP or equivalent required where mandated by the applicable labor category; Agile/Scrum and DevOps credentials are strongly preferred.
- Strong executive communication, prioritization, negotiation, and decision-management skills.
- U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements.
Preferred Qualifications:
- Federal consulting or financial-regulatory experience.
- Experience operating ServiceNow in a multi-vendor enterprise environment.
- Experience with ServiceNow-native SLA/KPI dashboards, transition under constrained incumbent overlap, and evidence-based contract performance reporting.
Benefits list:
- comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
- 401(k) Plan – Immediately vested employer contributions; no matching required
- generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays
- Pet Insurance (because our little critters are part of our families, too!)
- Tuition reimbursement, internal training programs, & company-sponsored industry certifications!
- dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!
- Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!
Pay: $140,000-160,000 range, with explanation.
About Us: two paragraphs describing NetImpact Strategies. We'll combine into one
maybe.
We need to avoid repeating "About Us" heading duplicated. We'll have one About Us section.
Now produce HTML fragment:
About the role
NetImpact Strategies is seeking a ServiceNow Delivery / Project Manager to lead a ServiceNow Platform Operations team supporting a Federal Agency. This role is the single point of management accountability for delivery, staffing, priorities, performance, quality, risk, customer communications, transition, and multi-vendor coordination. The PM ensures the team can protect operations, meet contractual commitments, and continue planned delivery when incidents, releases, security work, and backlog demand compete for capacity. This position requires U.S. citizenship and a post-award Government background investigation.
Responsibilities
- Serve as the primary management interface for task-order execution and coordinate Government, prime/subcontractor, and multi-vendor delivery dependencies without displacing Government decision authority.
- Plan, prioritize, and direct work across platform operations, architecture, engineering, implementation, testing, and business-analysis lanes so urgent restoration and committed delivery can proceed concurrently.
- Own staffing, onboarding, offboarding, backfill, leave/coverage planning, key-personnel substitution coordination, background-processing visibility, and continuity of the full service window.
- Manage demand and capacity in ServiceNow SPM, balancing service/security restoration, committed releases and control deadlines, and the highest-value prioritized backlog; identify when work is routine FFP execution versus Government-directed surge.
- Own service-performance governance, including SLA/KPI/OPI calendars, source-data quality, dashboards, exceptions/dependencies, corrective actions, and burn-in validation so reported performance is traceable to operating records.
- Maintain integrated schedules, milestones, sprint/release plans, risks, issues, decisions, actions, dependencies, and deliverables in ServiceNow; ensure weekly, biweekly, monthly, quarterly, and release-driven reporting is complete and evidence based.
- Coordinate production control, release readiness, architecture/security governance, and cross-team decisions with the CTA, Platform Operations Lead, product teams, technical monitors, and designated governance bodies.
- Lead incoming and outgoing transition, including transition plans, WBS, access and onboarding readiness, live-environment validation, artifact/knowledge capture, risk mitigation, and transfer of documentation, scripts, accounts, metrics, and operational knowledge without material interruption.
- Track customer satisfaction, feature adoption, business value, platform maturity, and improvement outcomes; convert approved improvement opportunities into prioritized, owned work.
- Lead major-service communications and executive escalation, ensuring the Agency receives a clear operating picture, accountable owners, decision points, expected next update, and closure evidence.
Qualifications
Required Qualifications
- Four or more years of project/program management experience, including leadership of complex technology delivery or operations teams.
- At least three years leading ServiceNow implementations, platform operations, or managed ServiceNow delivery in a multi-team environment.
- Demonstrated experience with Agile delivery, ServiceNow SPM or equivalent work-management practices, service-level performance management, and fixed-price capacity planning.
- Demonstrated experience managing staffing, transitions, risks/issues/dependencies, release commitments, customer communications, and measurable service outcomes.
- Project-management certification such as PMP or equivalent required where mandated by the applicable labor category; Agile/Scrum and DevOps credentials are strongly preferred.
- Strong executive communication, prioritization, negotiation, and decision-management skills.
- U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements.
Preferred Qualifications
- Federal consulting or financial-regulatory experience.
- Experience operating ServiceNow in a multi-vendor enterprise environment.
- Experience with ServiceNow-native SLA/KPI dashboards, transition under constrained incumbent overlap, and evidence-based contract performance reporting.
Benef
for prose. No repeated job title heading. No Job ID etc. Remove boilerplate: cookie/navigation/legal/EEO etc. Also remove duplicated lines. Need to preserve all substantive info. We need sections: About the role? The description starts with "Job Description NetImpact Strategies is seeking a ServiceNow Delivery / Project Manager..." That's like summary. Could be "About the role". Then "Key Responsibilities". Then "Qualifications" maybe split into Required and Preferred. Could have "Qualifications" heading with sub? But we only have
for sections; we can include subheadings maybe as
bold? But better to keep sections: About the role, Responsibilities, Qualifications, Benefits, Pay, Schedule? Pay is present: salary range $140,000-160,000. Benefits: list of perks. Schedule not mentioned. So we include Pay and Benefits sections. Also maybe "About Us" but that's company description; could be part of About the role? Might be separate "About Us" but we can include as part of About the role? The instruction: include a section ONLY when posting has real, specific content for it. The posting has "About Us" sections (two duplicates). That's substantive about company. Could be a section "About Us". But they said prefer few substantive sections over many thin ones. Might combine About Us into About the role? However they said use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They didn't list About Us as a standard heading but we could still use it if content exists. But they said "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples, not exclusive. So we can add About Us if needed.
We need to remove duplicated lines: there is duplicate "About Us" paragraph repeated. We'll keep one.
Also remove boilerplate: cookie/navigation/legal/EEO etc. The text includes "ACCESSIBILITY NOTE" etc. That's legal/EEO; we should remove that. Also remove "Perks of working at NetImpact Strategies" maybe part of Benefits. Keep benefits list.
Also remove "The posted salary range is not an exact indication..." etc. That's still part of Pay description; we should keep the salary range but maybe we can keep the sentence? It's substantive about salary range. It's not boilerplate; it's explanation. We'll keep.
We need to preserve all substantive information: responsibilities list, qualifications required and preferred, benefits list, salary range, about us description.
We need to format responsibilities as - . Qualifications maybe as
- for required and preferred? Could separate into Required Qualifications and Preferred Qualifications as subheadings? But we only have
for sections; we could have a Qualifications section and inside use
with bold? But better to split into Required Qualifications and Preferred Qualifications as
? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but we should stick to those examples. Could treat Required Qualifications and Preferred Qualifications as subsections under Qualifications using
with strong? Might be okay.
Simplify: Have sections: About the role, Responsibilities, Qualifications, Benefits, Pay. No Schedule.
Inside Qualifications, we can have two
paragraphs: one for Required Qualifications, one for Preferred Qualifications. Or we can use
- for each bullet. The qualifications are listed as bullet-like sentences. We'll convert each line to
- .
Let's extract responsibilities:
- Serve as the primary management interface for task-order execution and coordinate Government, prime/subcontractor, and multi-vendor delivery dependencies without displacing Government decision authority.
- Plan, prioritize, and direct work across platform operations, architecture, engineering, implementation, testing, and business-analysis lanes so urgent restoration and committed delivery can proceed concurrently.
- Own staffing, onboarding, offboarding, backfill, leave/coverage planning, key-personnel substitution coordination, background-processing visibility, and continuity of the full service window.
- Manage demand and capacity in ServiceNow SPM, balancing service/security restoration, committed releases and control deadlines, and the highest-value prioritized backlog; identify when work is routine FFP execution versus Government-directed surge.
- Own service-performance governance, including SLA/KPI/OPI calendars, source-data quality, dashboards, exceptions/dependencies, corrective actions, and burn-in validation so reported performance is traceable to operating records.
- Maintain integrated schedules, milestones, sprint/release plans, risks, issues, decisions, actions, dependencies, and deliverables in ServiceNow; ensure weekly, biweekly, monthly, quarterly, and release-driven reporting is complete and evidence based.
- Coordinate production control, release readiness, architecture/security governance, and cross-team decisions with the CTA, Platform Operations Lead, product teams, technical monitors, and designated governance bodies.
- Lead incoming and outgoing transition, including transition plans, WBS, access and onboarding readiness, live-environment validation, artifact/knowledge capture, risk mitigation, and transfer of documentation, scripts, accounts, metrics, and operational knowledge without material interruption.
- Track customer satisfaction, feature adoption, business value, platform maturity, and improvement outcomes; convert approved improvement opportunities into prioritized, owned work.
- Lead major-service communications and executive escalation, ensuring the Agency receives a clear operating picture, accountable owners, decision points, expected next update, and closure evidence.
Qualifications Required:
- Four or more years of project/program management experience, including leadership of complex technology delivery or operations teams.
- At least three years leading ServiceNow implementations, platform operations, or managed ServiceNow delivery in a multi-team environment.
- Demonstrated experience with Agile delivery, ServiceNow SPM or equivalent work-management practices, service-level performance management, and fixed-price capacity planning.
- Demonstrated experience managing staffing, transitions, risks/issues/dependencies, release commitments, customer communications, and measurable service outcomes.
- Project-management certification such as PMP or equivalent required where mandated by the applicable labor category; Agile/Scrum and DevOps credentials are strongly preferred.
- Strong executive communication, prioritization, negotiation, and decision-management skills.
- U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements.
Preferred Qualifications:
- Federal consulting or financial-regulatory experience.
- Experience operating ServiceNow in a multi-vendor enterprise environment.
- Experience with ServiceNow-native SLA/KPI dashboards, transition under constrained incumbent overlap, and evidence-based contract performance reporting.
Benefits list:
- comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
- 401(k) Plan – Immediately vested employer contributions; no matching required
- generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays
- Pet Insurance (because our little critters are part of our families, too!)
- Tuition reimbursement, internal training programs, & company-sponsored industry certifications!
- dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!
- Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!
Pay: $140,000-160,000 range, with explanation.
About Us: two paragraphs describing NetImpact Strategies. We'll combine into one
maybe.
We need to avoid repeating "About Us" heading duplicated. We'll have one About Us section.
Now produce HTML fragment:
About the role
NetImpact Strategies is seeking a ServiceNow Delivery / Project Manager to lead a ServiceNow Platform Operations team supporting a Federal Agency. This role is the single point of management accountability for delivery, staffing, priorities, performance, quality, risk, customer communications, transition, and multi-vendor coordination. The PM ensures the team can protect operations, meet contractual commitments, and continue planned delivery when incidents, releases, security work, and backlog demand compete for capacity. This position requires U.S. citizenship and a post-award Government background investigation.
Responsibilities
- Serve as the primary management interface for task-order execution and coordinate Government, prime/subcontractor, and multi-vendor delivery dependencies without displacing Government decision authority.
- Plan, prioritize, and direct work across platform operations, architecture, engineering, implementation, testing, and business-analysis lanes so urgent restoration and committed delivery can proceed concurrently.
- Own staffing, onboarding, offboarding, backfill, leave/coverage planning, key-personnel substitution coordination, background-processing visibility, and continuity of the full service window.
- Manage demand and capacity in ServiceNow SPM, balancing service/security restoration, committed releases and control deadlines, and the highest-value prioritized backlog; identify when work is routine FFP execution versus Government-directed surge.
- Own service-performance governance, including SLA/KPI/OPI calendars, source-data quality, dashboards, exceptions/dependencies, corrective actions, and burn-in validation so reported performance is traceable to operating records.
- Maintain integrated schedules, milestones, sprint/release plans, risks, issues, decisions, actions, dependencies, and deliverables in ServiceNow; ensure weekly, biweekly, monthly, quarterly, and release-driven reporting is complete and evidence based.
- Coordinate production control, release readiness, architecture/security governance, and cross-team decisions with the CTA, Platform Operations Lead, product teams, technical monitors, and designated governance bodies.
- Lead incoming and outgoing transition, including transition plans, WBS, access and onboarding readiness, live-environment validation, artifact/knowledge capture, risk mitigation, and transfer of documentation, scripts, accounts, metrics, and operational knowledge without material interruption.
- Track customer satisfaction, feature adoption, business value, platform maturity, and improvement outcomes; convert approved improvement opportunities into prioritized, owned work.
- Lead major-service communications and executive escalation, ensuring the Agency receives a clear operating picture, accountable owners, decision points, expected next update, and closure evidence.
Qualifications
Required Qualifications
- Four or more years of project/program management experience, including leadership of complex technology delivery or operations teams.
- At least three years leading ServiceNow implementations, platform operations, or managed ServiceNow delivery in a multi-team environment.
- Demonstrated experience with Agile delivery, ServiceNow SPM or equivalent work-management practices, service-level performance management, and fixed-price capacity planning.
- Demonstrated experience managing staffing, transitions, risks/issues/dependencies, release commitments, customer communications, and measurable service outcomes.
- Project-management certification such as PMP or equivalent required where mandated by the applicable labor category; Agile/Scrum and DevOps credentials are strongly preferred.
- Strong executive communication, prioritization, negotiation, and decision-management skills.
- U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements.
Preferred Qualifications
- Federal consulting or financial-regulatory experience.
- Experience operating ServiceNow in a multi-vendor enterprise environment.
- Experience with ServiceNow-native SLA/KPI dashboards, transition under constrained incumbent overlap, and evidence-based contract performance reporting.
Benef
- for required and preferred? Could separate into Required Qualifications and Preferred Qualifications as subheadings? But we only have
for sections; we could have a Qualifications section and inside use
with bold? But better to split into Required Qualifications and Preferred Qualifications as
? The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but we should stick to those examples. Could treat Required Qualifications and Preferred Qualifications as subsections under Qualifications using
with strong? Might be okay. Simplify: Have sections: About the role, Responsibilities, Qualifications, Benefits, Pay. No Schedule. Inside Qualifications, we can have two
paragraphs: one for Required Qualifications, one for Preferred Qualifications. Or we can use
- for each bullet. The qualifications are listed as bullet-like sentences. We'll convert each line to
- .
Let's extract responsibilities:
- Serve as the primary management interface for task-order execution and coordinate Government, prime/subcontractor, and multi-vendor delivery dependencies without displacing Government decision authority.
- Plan, prioritize, and direct work across platform operations, architecture, engineering, implementation, testing, and business-analysis lanes so urgent restoration and committed delivery can proceed concurrently.
- Own staffing, onboarding, offboarding, backfill, leave/coverage planning, key-personnel substitution coordination, background-processing visibility, and continuity of the full service window.
- Manage demand and capacity in ServiceNow SPM, balancing service/security restoration, committed releases and control deadlines, and the highest-value prioritized backlog; identify when work is routine FFP execution versus Government-directed surge.
- Own service-performance governance, including SLA/KPI/OPI calendars, source-data quality, dashboards, exceptions/dependencies, corrective actions, and burn-in validation so reported performance is traceable to operating records.
- Maintain integrated schedules, milestones, sprint/release plans, risks, issues, decisions, actions, dependencies, and deliverables in ServiceNow; ensure weekly, biweekly, monthly, quarterly, and release-driven reporting is complete and evidence based.
- Coordinate production control, release readiness, architecture/security governance, and cross-team decisions with the CTA, Platform Operations Lead, product teams, technical monitors, and designated governance bodies.
- Lead incoming and outgoing transition, including transition plans, WBS, access and onboarding readiness, live-environment validation, artifact/knowledge capture, risk mitigation, and transfer of documentation, scripts, accounts, metrics, and operational knowledge without material interruption.
- Track customer satisfaction, feature adoption, business value, platform maturity, and improvement outcomes; convert approved improvement opportunities into prioritized, owned work.
- Lead major-service communications and executive escalation, ensuring the Agency receives a clear operating picture, accountable owners, decision points, expected next update, and closure evidence.
Qualifications Required:
- Four or more years of project/program management experience, including leadership of complex technology delivery or operations teams.
- At least three years leading ServiceNow implementations, platform operations, or managed ServiceNow delivery in a multi-team environment.
- Demonstrated experience with Agile delivery, ServiceNow SPM or equivalent work-management practices, service-level performance management, and fixed-price capacity planning.
- Demonstrated experience managing staffing, transitions, risks/issues/dependencies, release commitments, customer communications, and measurable service outcomes.
- Project-management certification such as PMP or equivalent required where mandated by the applicable labor category; Agile/Scrum and DevOps credentials are strongly preferred.
- Strong executive communication, prioritization, negotiation, and decision-management skills.
- U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements.
Preferred Qualifications:
- Federal consulting or financial-regulatory experience.
- Experience operating ServiceNow in a multi-vendor enterprise environment.
- Experience with ServiceNow-native SLA/KPI dashboards, transition under constrained incumbent overlap, and evidence-based contract performance reporting.
Benefits list:
- comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
- 401(k) Plan – Immediately vested employer contributions; no matching required
- generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays
- Pet Insurance (because our little critters are part of our families, too!)
- Tuition reimbursement, internal training programs, & company-sponsored industry certifications!
- dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!
- Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!
Pay: $140,000-160,000 range, with explanation.
About Us: two paragraphs describing NetImpact Strategies. We'll combine into one
maybe. We need to avoid repeating "About Us" heading duplicated. We'll have one About Us section. Now produce HTML fragment:
About the role
NetImpact Strategies is seeking a ServiceNow Delivery / Project Manager to lead a ServiceNow Platform Operations team supporting a Federal Agency. This role is the single point of management accountability for delivery, staffing, priorities, performance, quality, risk, customer communications, transition, and multi-vendor coordination. The PM ensures the team can protect operations, meet contractual commitments, and continue planned delivery when incidents, releases, security work, and backlog demand compete for capacity. This position requires U.S. citizenship and a post-award Government background investigation.
Responsibilities
- Serve as the primary management interface for task-order execution and coordinate Government, prime/subcontractor, and multi-vendor delivery dependencies without displacing Government decision authority.
- Plan, prioritize, and direct work across platform operations, architecture, engineering, implementation, testing, and business-analysis lanes so urgent restoration and committed delivery can proceed concurrently.
- Own staffing, onboarding, offboarding, backfill, leave/coverage planning, key-personnel substitution coordination, background-processing visibility, and continuity of the full service window.
- Manage demand and capacity in ServiceNow SPM, balancing service/security restoration, committed releases and control deadlines, and the highest-value prioritized backlog; identify when work is routine FFP execution versus Government-directed surge.
- Own service-performance governance, including SLA/KPI/OPI calendars, source-data quality, dashboards, exceptions/dependencies, corrective actions, and burn-in validation so reported performance is traceable to operating records.
- Maintain integrated schedules, milestones, sprint/release plans, risks, issues, decisions, actions, dependencies, and deliverables in ServiceNow; ensure weekly, biweekly, monthly, quarterly, and release-driven reporting is complete and evidence based.
- Coordinate production control, release readiness, architecture/security governance, and cross-team decisions with the CTA, Platform Operations Lead, product teams, technical monitors, and designated governance bodies.
- Lead incoming and outgoing transition, including transition plans, WBS, access and onboarding readiness, live-environment validation, artifact/knowledge capture, risk mitigation, and transfer of documentation, scripts, accounts, metrics, and operational knowledge without material interruption.
- Track customer satisfaction, feature adoption, business value, platform maturity, and improvement outcomes; convert approved improvement opportunities into prioritized, owned work.
- Lead major-service communications and executive escalation, ensuring the Agency receives a clear operating picture, accountable owners, decision points, expected next update, and closure evidence.
Qualifications
Required Qualifications
- Four or more years of project/program management experience, including leadership of complex technology delivery or operations teams.
- At least three years leading ServiceNow implementations, platform operations, or managed ServiceNow delivery in a multi-team environment.
- Demonstrated experience with Agile delivery, ServiceNow SPM or equivalent work-management practices, service-level performance management, and fixed-price capacity planning.
- Demonstrated experience managing staffing, transitions, risks/issues/dependencies, release commitments, customer communications, and measurable service outcomes.
- Project-management certification such as PMP or equivalent required where mandated by the applicable labor category; Agile/Scrum and DevOps credentials are strongly preferred.
- Strong executive communication, prioritization, negotiation, and decision-management skills.
- U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements.
Preferred Qualifications
- Federal consulting or financial-regulatory experience.
- Experience operating ServiceNow in a multi-vendor enterprise environment.
- Experience with ServiceNow-native SLA/KPI dashboards, transition under constrained incumbent overlap, and evidence-based contract performance reporting.
Benef