Role description
Role Overview
We are seeking an experienced ServiceNow Project Manager to lead end-to-end delivery of complex ServiceNow ITSM and CSM projects. The ideal candidate will have strong experience in program governance, stakeholder management, project planning, financial management, and managing cross-functional onshore/offshore delivery teams.
Key Responsibilities
- Manage end-to-end delivery of ServiceNow ITSM and CSM projects, from initiation and planning through implementation, go-live, and closure.
- Drive project planning, execution, monitoring, governance, and delivery management activities.
- Collaborate with business stakeholders, product owners, architects, and technical teams to define project scope, objectives, priorities, and deliverables.
- Develop and maintain detailed project plans, milestones, delivery schedules, dependencies, and resource plans.
- Track project progress and proactively manage risks, issues, dependencies, and mitigation plans.
- Manage project budgets, financial forecasts, resource allocations, capacity, and delivery schedules.
- Establish strong program governance, including RAID management, change control, status reporting, KPIs, and delivery metrics.
- Facilitate steering committee and governance meetings and provide clear status updates, risks, escalations, and recommendations to senior leadership.
- Ensure adherence to ServiceNow best practices, platform governance standards, and delivery methodologies.
- Coordinate delivery across onshore/offshore teams, vendors, partners, and external stakeholders.
- Work closely with ServiceNow architects and technical teams to manage integrations, releases, upgrades, testing, deployment, and production readiness.
- Manage multiple projects/workstreams and ensure alignment with overall program objectives, business priorities, and transformation roadmap.
- Drive continuous improvement initiatives, process optimization, and delivery efficiency across ServiceNow programs.
- Support change management, stakeholder communication, release planning, and successful transition of solutions into production.
Required Skills & Experience
- Strong experience as a Program Manager/Project Manager leading ServiceNow implementations or transformation programs.
- Strong working knowledge of ServiceNow ITSM and CSM.
- Experience managing large-scale or complex ServiceNow implementation, enhancement, migration, or transformation projects.
- Strong knowledge of Agile, Scrum, Waterfall, and hybrid delivery methodologies.
- Experience with project governance, RAID management, budgeting, resource planning, forecasting, and executive reporting.
- Proven ability to manage multiple workstreams, cross-functional teams, and onshore/offshore delivery models.
- Strong stakeholder management experience working with senior leadership, business teams, product owners, architects, developers, vendors, and external partners.
- Excellent communication, presentation, negotiation, problem-solving, and leadership skills.
- Experience using tools such as Jira, Azure DevOps, MS Project, or similar project/program management tools is preferred.
- PMP, PRINCE2, Scrum/Agile, ITIL, or ServiceNow certifications would be an advantage.
Skills
ServiceNow Project Manager | ITSM | CSM | ServiceNow Implementation | Program Governance | Project Governance | Agile | Scrum | RAID | Risk Management | Budget Management | Resource Management | Stakeholder Management | Steering Committee | Executive Reporting | Onshore/Offshore Delivery | ServiceNow Transformation
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
