ServiceNOW Technical Project Manager

Role Summary We are seeking an experienced ServiceNow Enterprise Project Manager to lead the planning, execution, and delivery of large-scale Enterprise ServiceNow implementation and transformation programs. The ideal candidate will have extensive experience managing enterprise ITSM/ CSM/ATF/ITOM/CMDB/ NOW Assist etc. projects, coordinating cross-functional teams, stakeholder management and ensuring successful delivery within scope, schedule, and budget while maintaining high customer satisfaction.

Project & Program Management Lead end-to-end ServiceNow implementation, migration, upgrade, and enhancement projects. Define project scope, timelines, milestones, budgets, and resource plans. Manage multiple concurrent ServiceNow projects across global teams. Develop and maintain project plans using Agile, Scrum, Hybrid, or Waterfall methodologies. Bring the process improvements with Automation and AI Monitor project health, risks, dependencies, and mitigation plans. Ensure projects are delivered on time, within budget, and meet quality standards. Stakeholder Management Serve as the primary point of contact for customers stakeholders. Facilitate steering committee meetings, governance reviews, and executive status updates. Build strong relationships with business leaders and technology teams. Manage customer expectations and proactively resolve escalations. ServiceNow Delivery Coordinate implementation of ServiceNow modules including: ITSM/ CSM/ATF/ITOM/CMDB/Now Assist etc. Ensure adherence to ServiceNow best practices and platform governance. Collaborate with architects, developers, business analysts, QA teams, and platform administrators. Risk & Financial Management Identify project risks, issues, assumptions, and dependencies. Track project budgets, forecasts, resource utilization, and financial performance. Manage scope changes through formal change control processes. Ensure contractual commitments and SLAs are achieved.

Leadership Lead distributed, cross-functional, and offshore delivery teams. Mentor project coordinators and junior project managers. Foster collaboration, accountability, and continuous improvement. Reporting & Governance Prepare project dashboards and executive reports. Track KPIs, RAID logs, milestones, and delivery metrics. Conduct project health checks, retrospectives, and lessons learned sessions. Ensure compliance with organizational PMO standards and governance frameworks. Preferred Certifications ServiceNow Certified System Administrator (CSA) ServiceNow Certified Implementation Specialist (CIS) PMP (Project Management Professional) Certified ScrumMaster (CSM) or SAFe Agilist Key Performance Indicators (KPIs) On-time and within-budget project delivery. Customer satisfaction (CSAT) and stakeholder feedback. SLA and contractual compliance. Resource utilization and delivery efficiency. Risk mitigation effectiveness. Successful adoption and business value realization of ServiceNow solutions.