ServiceNow Project Manager

Location: Seven Hills Park-GDC | Duration: 6 months

About the Role

A ServiceNow Project Manager responsible for leading the enterprise ServiceNow implementation, directing multiple concurrent workstreams, and ensuring alignment with Department strategic objectives.

Responsibilities

• Lead the enterprise ServiceNow implementation and direct multiple concurrent workstreams.
• Align projects with Department strategic objectives, managing implementation sequencing and priorities.
• Own coordination and delivery across multiple workstreams.
• Build and maintain comprehensive project plans, including schedules, milestones, dependencies, and deliverables.
• Track risks, issues, assumptions, decisions, and scope to monitor overall project health.
• Ensure projects remain aligned with timelines, scope, and objectives.
• Coordinate business and technical teams, facilitating project meetings and supporting executive decision-making.
• Deliver executive-level status reports, project updates, and briefings.
• Maintain effective communication across stakeholders.
• Coordinate activities with ServiceNow, implementation partners, and third-party vendors.
• Manage vendor dependencies and deliverables to ensure alignment with project objectives and timelines.
• Coordinate testing activities, support training programs, and manage deployment readiness.
• Support go-live execution and assist with post-production stabilization, continuous improvement, and user adoption.
• Coordinate organizational change management activities.
• Establish and maintain project governance processes, supporting executive steering committee activities.
• Ensure project quality and successful business outcomes while maintaining governance standards and documentation.

Requirements

• 7+ years of enterprise IT project management experience.
• 5+ years of experience managing ServiceNow implementations and expansion initiatives.
• Experience managing complex, multi-workstream technology projects and leading cross-functional teams.
• Strong experience managing project schedules, milestones, risks, issues, dependencies, communication, and executive reporting.
• Experience managing implementation partners and working with Agile, hybrid, and iterative delivery methodologies.

Skills

• ServiceNow IT Service Management (ITSM).
• ServiceNow Customer Service Management (CSM).
• ServiceNow integrations and implementation/expansion.
• Future ServiceNow capabilities.
• Organizational Change Management (OCM).
• Training and adoption.
• ServiceNow deployment and go-live.
• ServiceNow governance.
• Enterprise IT Project Management and Program Management.
• Multi-workstream and cross-functional team leadership.
• Agile, hybrid, and iterative delivery.
• Project planning, risk & issue management, and dependency management.
• Executive reporting and stakeholder management.
• Vendor management and change management.
• Testing and deployment coordination.

Expected Deliverables

• Enterprise ServiceNow project management plan.
• Integrated project schedule.
• Executive status reports.
• Risk and issue logs.
• Milestone reporting.
• Governance documentation.
• Executive briefings.
• Meeting agendas and action-item tracking.
• Testing coordination artifacts.
• Deployment coordination artifacts.
• Knowledge transfer documentation.