ServiceNow ITSM PM

Job Summary

We are looking for an experienced ServiceNow ITSM Project Manager with 10+ years of IT project management experience and a strong track record of delivering large-scale ServiceNow initiatives. The ideal candidate will be responsible for end-to-end project delivery, managing multiple workstreams, driving governance, coordinating cross-functional teams, and maintaining strong relationships with business and executive stakeholders.

The candidate should have a strong understanding of the ServiceNow platform and ITSM processes, along with proven expertise in project planning, budget management, scheduling, risk management, resource allocation, governance, and executive-level reporting.

Key Responsibilities

• Lead end-to-end delivery of large-scale ServiceNow ITSM projects and transformation initiatives.
  
• Develop and manage project plans, scope, timelines, milestones, dependencies, and deliverables.
  
• Manage multiple workstreams simultaneously and ensure alignment across technical, functional, business, and vendor teams.
  
• Own project budget, schedule, resource allocation, risks, issues, and dependencies.
  
• Establish and maintain effective PMO, governance, reporting, and project management processes.
  
• Drive ServiceNow platform governance and contribute to the ServiceNow roadmap and strategic planning.
  
• Identify, assess, and proactively mitigate project risks and issues.
  
• Manage scope changes and ensure appropriate change-control processes are followed.
  
• Coordinate resource planning and ensure the right resources are available to meet project objectives.
  
• Conduct regular project status meetings, steering committee meetings, and stakeholder reviews.
  
• Prepare and present executive-level status reports, dashboards, KPIs, risks, and project health updates.
  
• Manage communication across business stakeholders, senior leadership, technical teams, and external vendors.
  
• Proactively identify project blockers and drive timely resolution and decision-making.
  
• Ensure projects are delivered within agreed scope, budget, schedule, quality, and governance standards.
  
• Track project performance against established objectives and provide corrective actions where required.
  
• Ensure effective documentation of project decisions, risks, issues, dependencies, and action items.
  
• Support continuous improvement of ServiceNow delivery and project governance practices.
  

Required Skills & Experience

• 10+ years of experience in IT Project Management / Program Management.
  
• Proven experience managing large-scale ServiceNow implementations or transformation programs.
  
• Strong understanding of ServiceNow ITSM and related enterprise service management processes.
  
• Experience managing multiple workstreams, cross-functional teams, and complex dependencies.
  
• Strong experience in PMO, project governance, risk management, and executive reporting.
  
• Knowledge of ServiceNow platform governance and roadmap management.
  
• Strong experience in:
  • Project Planning & Scope Management
    
  • Budget Management
    
  • Schedule & Milestone Management
    
  • Risk & Issue Management
    
  • Resource Allocation
    
  • Stakeholder Management
    
  • Change Management
    
  • Status Reporting
    
  • Governance & PMO
    
• Excellent leadership, communication, negotiation, and decision-making skills.
  
• Strong experience working with senior leadership and executive stakeholders.
  
• Ability to manage competing priorities and deliver projects in a complex enterprise environment.