Practice: Professional Services
Position Title: Senior Project Manager
Position Location: Remote - India
Reports to: Manager, Project Management
Job Summary:
The Senior Project Manager – ServiceNow is responsible for leading the successful delivery of complex, enterprise-scale ServiceNow implementations across multiple modules and client environments. This role manages the full project lifecycle, including planning, requirements gathering, design validation, testing, deployment, and post-go-live support. The Senior Project Manager serves as the primary liaison between clients, stakeholders, and delivery teams, ensuring projects are completed on time, within budget, and aligned with business objectives. The position requires strong leadership, governance, financial management, and ServiceNow platform expertise to drive delivery excellence and client satisfaction.
Essential Functions:
- Lead end-to-end delivery of ServiceNow implementations, including ITSM, ITOM, ITAM, IRM, HRSD, SPM, and related modules.
- Develop and manage project plans, timelines, milestones, and deliverables.
- Oversee all project phases, including discovery, requirements gathering, design, configuration, testing, deployment, and hypercare support.
- Ensure project objectives are achieved within approved scope, schedule, and budget.
- Serve as the primary point of contact for clients, executive sponsors, and key stakeholders.
- Facilitate governance meetings, steering committees, status reviews, and executive updates.
- Build and maintain strong client relationships through proactive communication and delivery excellence.
- Clearly communicate project progress, risks, issues, and key decisions to technical and non-technical audiences.
- Maintain project documentation including project plans, RAID logs, financial forecasts, status reports, and executive summaries.
- Manage scope, change requests, dependency tracking, and governance processes.
- Ensure compliance with PMO standards, project methodologies, and organizational delivery frameworks.
- Monitor project health, quality metrics, and delivery performance.
- Lead cross-functional project teams consisting of architects, developers, analysts, testers, and business stakeholders.
- Coordinate internal and offshore resources to support project execution.
- Provide coaching, mentorship, and leadership to project team members.
- Support resource planning, staffing, utilization, and capacity management activities.
- Identify, assess, mitigate, and communicate project risks and issues.
- Serve as the escalation point for project challenges and client concerns.
- Manage project budgets, revenue forecasts, financial reporting, and billing milestones.
- Ensure compliance with Statements of Work (SOWs), contractual obligations, and client commitments.
Required Skills/Abilities/Competencies:
- Strong knowledge of the ServiceNow platform and associated modules, including ITSM, ITOM, ITAM, IRM, HRSD, and Strategic Portfolio Management (SPM).
- Understanding of ITIL-based service management principles and best practices.
- Experience with enterprise software delivery, integrations, data migration, and platform modernization initiatives.
- Familiarity with Agile, SAFe, Waterfall, and hybrid project delivery methodologies.
- Excellent verbal, written, and presentation skills.
- Ability to communicate effectively with executive leadership, business stakeholders, technical teams, and clients.
- Strong leadership, team-building, and stakeholder engagement capabilities.
- Proven ability to influence decision-making and manage competing priorities.
- Exceptional project planning, organization, and time-management skills.
- Strong analytical, problem-solving, and risk-management abilities.
- Ability to manage multiple projects and workstreams simultaneously.
- Customer-focused mindset with a commitment to quality and delivery excellence.
- Financial acumen, including budgeting, forecasting, and project profitability management.
- Strong governance, reporting, and decision-making capabilities.
Education and Experience:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field.
- Minimum of 7 years of project or program management experience.
- Proven experience leading large-scale ServiceNow implementations or enterprise ITSM platform projects.
- Experience managing client-facing projects within a professional services, consulting, or technology services environment.
- Demonstrated success delivering complex, multi-workstream projects with distributed and cross-functional teams.
- PMP (Project Management Professional) certification
- ITIL certification
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
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