ServiceNow Projects Manager

Must Have Skills

Program Management experience managing portfolio 2-3$ million with GREAT Communication skills

IT Service Management ServiceNow Module

integration with 3rd party tools/ software

Key Responsibilities:

• Manage end-to-end delivery of multiple concurrent ServiceNow projects, including ITSM, ITOM, HRSD, IRM, CSM, or other modules.

• Define program/project objectives, scope, timelines, resources, and success metrics.

• Collaborate with customer stakeholders to understand goals, set expectations, and ensure alignment across all teams.

• Work closely with onsite and offshore Solution Architects to design scalable and sustainable solutions on the ServiceNow platform.

• Coordinate with offshore delivery teams to ensure timely and high-quality execution.

• Drive program governance, status reporting, risk management, and issue resolution.

• Track project budgets, timelines, and resource allocation.

• Facilitate Agile ceremonies (stand-ups, sprint planning, retrospectives) or traditional PM processes depending on delivery model.

• Establish effective communication channels between cross-functional stakeholders.

• Ensure adherence to customer processes, compliance, and documentation standards.

• Provide strategic insights to enhance delivery quality and operational excellence.

• Support pre-sales and solutioning efforts where required.

Required Skills and Experience:

• 10+ years of experience in IT project/program management, with at least 3 years handling ServiceNow projects.

• Proven track record managing large-scale, multi-track projects involving both offshore and onsite teams.

• Strong understanding of the ServiceNow platform and its modules (especially ITSM, ITOM, HRSD, IRM, CSM).

• Experience in project governance, planning, budget management, and delivery tracking.

• Exceptional stakeholder management and communication skills (both written and verbal).

• Hands-on knowledge of project management tools such as Jira, MS Project, Smartsheet, or ServiceNow Project Portfolio Management (PPM).

• Exposure to Agile, Scrum, and traditional Waterfall methodologies.

Preferred Skills:

• Familiarity with ServiceNow delivery models and SDLC.

• Experience working in a customer-facing consulting role.

• Background in enterprise SaaS platforms.

• Understanding of ServiceNow deployment best practices and release management.

• Experience in handling multi-geography and multi-vendor delivery models.

Additional qualification notes:

• 10+ years leading teams of developers, BAs, scrum masters, QA testers

• Project management certification and ability to demonstrate familiarity with project management best practices

• Strong written and verbal English communications with ability to clearly articulate concepts and ideas.

• Proficiency in risk management and mitigation techniques

• Strong, confident presence when engaging with both internal teams and customers

• Comfortable pushing back on customers and internal stakeholders when needed

Educational Qualifications:

• Bachelor’s Degree in Computer Science, Engineering, Information Technology, or related field.

• Master’s degree in Management (preferred, not mandatory).

Certifications (Preferred):

• PMP / PRINCE2 Certification

• Agile/Scrum Certification (CSM/SAFe Agile, etc.)

• ITIL v3/v4 Certification

• • ServiceNow certifications (such as CSA or CIS – desirable but not mandatory)