Overview:
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.
Key Responsibilities
Project & Program Management
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Lead end-to-end ServiceNow implementation, migration, upgrade, and enhancement projects.
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Define project scope, timelines, milestones, budgets, and resource plans.
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Manage multiple concurrent ServiceNow projects across global teams.
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Develop and maintain project plans using Agile, Scrum, Hybrid, or Waterfall methodologies.
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Bring the process improvements with Automation and AI
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Monitor project health, risks, dependencies, and mitigation plans.
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Ensure projects are delivered on time, within budget, and meet quality standards.
Stakeholder Management
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Serve as the primary point of contact for customers stakeholders.
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Facilitate steering committee meetings, governance reviews, and executive status updates.
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Build strong relationships with business leaders and technology teams.
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Manage customer expectations and proactively resolve escalations.
ServiceNow Delivery
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Coordinate implementation of ServiceNow modules including: ITSM/ CSM/ATF/ITOM/CMDB/Now Assist etc.
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Ensure adherence to ServiceNow best practices and platform governance.
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Collaborate with architects, developers, business analysts, QA teams, and platform administrators.
Risk & Financial Management
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Identify project risks, issues, assumptions, and dependencies.
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Track project budgets, forecasts, resource utilization, and financial performance.
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Manage scope changes through formal change control processes.
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Ensure contractual commitments and SLAs are achieved.
Team Leadership
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Lead distributed, cross-functional, and offshore delivery teams.
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Mentor project coordinators and junior project managers.
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Foster collaboration, accountability, and continuous improvement.
Reporting & Governance
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Prepare project dashboards and executive reports.
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Track KPIs, RAID logs, milestones, and delivery metrics.
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Conduct project health checks, retrospectives, and lessons learned sessions.
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Ensure compliance with organizational PMO standards and governance frameworks.
Preferred Certifications
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ServiceNow Certified System Administrator (CSA)
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ServiceNow Certified Implementation Specialist (CIS)
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PMP (Project Management Professional)
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Certified ScrumMaster (CSM) or SAFe Agilist
Key Performance Indicators (KPIs)
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On-time and within-budget project delivery.
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Customer satisfaction (CSAT) and stakeholder feedback.
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SLA and contractual compliance.
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Resource utilization and delivery efficiency.
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Risk mitigation effectiveness.
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Successful adoption and business value realization of ServiceNow solutions.