Project Manager I - (Servicenow Project Manager)

Role Overview We are seeking an experienced ServiceNow Project Manager to lead end-to-end delivery of complex ServiceNow ITSM and CSM projects. The ideal candidate will have strong experience in program governance, stakeholder management, project planning, financial management, and managing cross-functional onshore/offshore delivery teams.

Key Responsibilities

Manage end-to-end delivery of ServiceNow ITSM and CSM projects, from initiation and planning through implementation, go-live, and closure.

Drive project planning, execution, monitoring, governance, and delivery management activities.

Collaborate with business stakeholders, product owners, architects, and technical teams to define project scope, objectives, priorities, and deliverables.

Develop and maintain detailed project plans, milestones, delivery schedules, dependencies, and resource plans.

Track project progress and proactively manage risks, issues, dependencies, and mitigation plans.

Manage project budgets, financial forecasts, resource allocations, capacity, and delivery schedules.

Establish strong program governance, including RAID management, change control, status reporting, KPIs, and delivery metrics.

Facilitate steering committee and governance meetings and provide clear status updates, risks, escalations, and recommendations to senior leadership.

Ensure adherence to ServiceNow best practices, platform governance standards, and delivery methodologies.

Coordinate delivery across onshore/offshore teams, vendors, partners, and external stakeholders.

Work closely with ServiceNow architects and technical teams to manage integrations, releases, upgrades, testing, deployment, and production readiness.

Manage multiple projects/workstreams and ensure alignment with overall program objectives, business priorities, and transformation roadmap.

Drive continuous improvement initiatives, process optimization, and delivery efficiency across ServiceNow programs.

Support change management, stakeholder communication, release planning, and successful transition of solutions into production.

Required Skills & Experience

• Strong experience as a Program Manager/Project Manager leading ServiceNow implementations or transformation programs.
• Strong working knowledge of ServiceNow ITSM and CSM.
• Experience managing large-scale or complex ServiceNow implementation, enhancement, migration, or transformation projects.
• Strong knowledge of Agile, Scrum, Waterfall, and hybrid delivery methodologies.
• Experience with project governance, RAID management, budgeting, resource planning, forecasting, and executive reporting.
• Proven ability to manage multiple workstreams, cross-functional teams, and onshore/offshore delivery models.
• Strong stakeholder management experience working with senior leadership, business teams, product owners, architects, developers, vendors, and external partners.
• Excellent communication, presentation, negotiation, problem-solving, and leadership skills.
• Experience using tools such as Jira, Azure DevOps, MS Project, or similar project/program management tools is preferred.
• PMP, PRINCE2, Scrum/Agile, ITIL, or ServiceNow certifications would be an advantage.