ServiceNow Project Manager

We are seeking an experienced ServiceNow Project Manager to lead end-to-end ServiceNow implementation, transformation, and enhancement programs. The ideal candidate will be responsible for planning, executing, monitoring, and successfully delivering ServiceNow projects while ensuring alignment with business objectives, timelines, budgets, and quality standards. The Project Manager will collaborate with business stakeholders, architects, technical teams, vendors, and leadership to drive successful delivery across multiple ServiceNow modules using Agile and Waterfall methodologies.

The candidate will have responsibilities across the following functions:

Project Management:

• Lead end-to-end ServiceNow implementation, upgrade, migration, and enhancement projects.
• Develop comprehensive project plans, schedules, resource plans, and budgets.
• Manage project scope, timelines, deliverables, dependencies, and milestones.
• Track project health using KPIs, RAID logs, and status reporting.
• Ensure projects are delivered on time, within scope, and within budget.
• Facilitate project governance meetings and steering committee updates.

Stakeholder Management:

• Serve as the primary point of contact for customers and executive stakeholders.
• Conduct requirement gathering workshops and project kick-off sessions.
• Build strong relationships with business sponsors and leadership teams.
• Manage stakeholder expectations and communicate project progress effectively.
• Present project status, risks, and recommendations to senior management.

Delivery Management:

• Coordinate cross-functional teams including Solution Architects, Technical Architects, Developers, Business Analysts, QA, and Platform Administrators.
• Ensure adherence to ServiceNow implementation best practices and governance.
• Oversee Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives.
• Monitor resource allocation and capacity planning.
• Drive successful User Acceptance Testing (UAT), production deployments, and Hypercare activities.

Risk and Issue Management:

• Maintain RAID logs (Risks, Assumptions, Issues, Dependencies).
• Identify project risks early and implement mitigation plans.
• Manage change requests and scope changes through governance processes.
• Escalate critical issues and provide timely resolution.

Financial Management:

• Track project budgets and resource utilisation.
• Monitor project burn rate and forecast project costs.
• Manage project invoicing and financial reporting where applicable.
• Ensure optimal utilisation of project resources.

Quality and Compliance:

• Ensure compliance with ITIL, organisational governance, and ServiceNow best practices.
• Drive quality assurance throughout the project lifecycle.
• Ensure all project documentation is complete and up to date.
• Conduct lessons learned sessions and project closure activities.

Requirements:

• Strong understanding of the ServiceNow platform and architecture.
• Experience managing implementations across one or more ServiceNow modules: IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Strategic Portfolio Management (SPM), Customer Service Management (CSM), HR Service Delivery (HRSD), Integrated Risk Management (IRM/GRC), Security Operations (SecOps), App Engine, CMDB, Discovery, Service Portal / Employee Centre.
• Knowledge of ServiceNow SDLC and deployment processes.
• Familiarity with IntegrationHub, Flow Designer, and ServiceNow development lifecycle.
• Understanding of platform upgrades, releases, and instance management.

Project Management Skills:

• Agile (Scrum, Kanban)
• Waterfall
• Hybrid Delivery Models
• Sprint Planning
• Backlog Grooming
• Release Planning
• Program Governance
• Resource Planning
• Budget Management
• RAID Management
• Executive Reporting
• Vendor Management
• Change Management
• Dependency Management
• Project Scheduling
• Capacity Planning

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related field.
• 7-10 years of overall IT experience.
• 5+ years of ServiceNow project management experience.
• Experience managing global implementation projects.
• Proven experience delivering multiple ServiceNow implementations.
• Experience working with offshore and distributed delivery teams.

Certifications:

• PMP (Project Management Professional) (Mandatory)
• PRINCE2 Practitioner
• Certified Scrum Master (CSM)
• PMI-ACP
• SAFe Agilist (preferred)
• ITIL 4 Foundation

Soft Skills:

• Excellent communication and presentation skills.
• Strong stakeholder and executive management capabilities.
• Leadership and team management skills.
• Problem-solving and analytical thinking.
• Negotiation and conflict resolution.
• Decision-making under pressure.
• Time management and organisational skills.
• Customer-focused mindset.
• Ability to manage multiple concurrent projects.

Skills

CSM, HRSD, ITAM, ITOM, ITSM, PMI-ACP, PMP, PRINCE2, SAFe, SPM, ServiceNow