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
- 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.
Team 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.
