Role Description
Role Proficiency:Perform end-to-end management of a single project up to TCV of 500K with time and effort based or deliverable based model; by delivering the agreed scope within the agreed timeline and cost. Ensure the success and acceptance criteria of the project are met enhancing customer satisfaction.
Outcomes
- Identify key stakeholders ensuring establishment and maintaining positive business relationships among stakeholders (internal or external)
- Maintain regular communication with customer; addressing needs through empathy with their environment
- Define activities responsibilities critical milestones resources skills needs interfaces and budget. Optimize costs and time utilisation minimize waste and deliver projects on time on budget as per the contract and agreed scope with a high quality result.
- Anticipate all possible risk manage them by applying the suitable risk management strategy; while developing contingency plans.
- Implement the governance model defined for similar projects
- Track and reports project KPIs and analyze project health
- Effective implementation of software delivery methodologies to improve project KPIs
- Provide individual and team mentoring; ensuring high levels of team engagement and developing capabilities within team
- Adopt and build software engineering best practices which can be leveraged by other teams
Measures Of Outcomes
- Sprint velocity/team productivity
- Planned schedule vs actual
- Planned effort vs actual
- Planned cost vs actual
- Retention
- Requirement stability and effectiveness of scope change management
- Product quality (rework effort defect density defect leakage in various phases and number of rejected defects)
- Risk management index
- Adoption of reusable components and artefacts
- Customer satisfaction
- Team satisfaction
Outputs Expected
Scope Management :
- Conduct requirements analysis requirements elicitation scope control and prioritization based on customer needs and scope change management
- Drive the creation of common standards such as design documents traceability matrix bridge documents analysis methodologies and solution artefacts
- Partner with the customer to define their requirements; elicit requirements from solution envisioning workshop
- Conduct impact analysis of any scope changes across phases and negotiate with the customer for scope prioritization
Estimation And Resource Planning
- Consolidate estimates at a solution level evaluate risks and validate estimates from a technical standpoint with assumptions scope and boundaries defined
- Review and validate estimates across service lines
- Conduct resource planning (pyramid people development) at a project level based on project requirements
- Conduct impact analysis for changes and analyze corresponding impact to overall estimates and resource loading
- Identify the different roles and skills for each role considering the constraints pre-requisites and other project specific KPIs
Project/ Schedule Management
- Plan and manage multiple small projects/ modules as defined within UST
- Identify risks and mitigation strategies and implement the same to manage simple small projects/ modules
- Anticipate items that cause schedule delays schedule dependencies and manage them following the proper risk management plan
- Identify options to fast track the schedule and plans to implement the same
- Estimate the work plan and track the activities closely and report the progress on a regular basis
Risk/Issue Management
- Proactively identify any dependencies that might impact the project KPIs. Obtain agreement with dependency owners and closely track them on the plan
- Identify and closely track the risks in the project and follow escalation path
- Document the risks and issues in the project communicate them to all relevant stakeholders and closely track the impact
Stakeholder Management
- Identify the internal and external stakeholders on the project
- Define the RACIA chart and communicate the roles/responsibilities to the stakeholders
- Define the communication plan and implement the same
Test And Defect Management
- Support system integration testing (functional / technical)
- Review/mentor team during test execution
- Support defining the test strategy and scenarios
- Understand the business impact of defects
- Prioritize the defects based on their criticality and severity
- Participate in defect triage meetings
- Identify and analyse root cause of defects
- Interpret the results
Software Development Process Tools & Techniques
- Define/adopt the right tooling strategy for the project
- Independently guide the team to develop efficient and high-quality work products
- Meet project goals ensure process compliance and mentor the team
Governance
- Tailor organization's quality guidelines and benchmarks to meet specific project quality requirements and processes
Domain / Industry Knowledge
- Understand how the proposed solution meets client requirements
Technology Concepts
- Understand customer's technology landscape
- Map business requirements to technology requirements
- Set expectations with the customer
- Leverage that knowledge in day-to-day work or in upgrading skills of the team
Profitability Management
- Analyze profitability for project
- Create profitability sheet based on resource plan
- Modify parameters within profitability sheet and identify impact on margins
Pricing Models
- Define the pricing models for medium complex projects
- Conduct estimation for medium complex projects.
Knowledge Management (KM)
- Establish a KM plan and platform that can be leveraged by new joiners to the project
- Ensure the learning's from the project are contributed to the KM repository
Account Management Processes And Tools
- Work under the guidance of the account manager to drive the account management KPIs relevant for the project
- Collaborate with other projects and enabling functions to deliver value to UST and to the customer in terms of ideas automation etc
Solution Structuring
- Present the proposed solution to customer highlighting the solution benefits
- Understand the end in mind and the relevance of win themes
- Carve out simple solution / POC to build confident in the solution
Self-Development And Organizational Initiatives
- Review other project artefacts and assess the health of the same
- Actively participate in forums like PM forums and share best practices and learnings from own projects
- Adopt learnings and reusable methodologies/tools from other projects to improve productivity and quality
Team Development
- Implement a framework to assess the skill level of the team and work with the team to define a skill enhancement plan
- Nurture the innovation potential within the team
- Provide feedback and enable the team to perform independently and grow
Skill Examples
- Impact and Influence
- Identify project risks and define action plans to manage
- Define a project plan by breaking it down into individual project tasks
- Communicate project progress to all relevant parties reporting on topics such as cost control schedule achievements quality control risk avoidance and changes to project specifications
- Delegate tasks and manage team member contributions appropriately
- Assess the project heath using quantitative measures and change the course of action as needed
Knowledge Examples
- Technologies to be implemented within the project
- Structured project management methodologies (e.g. agile techniques)
- Estimation techniques
- Metrics analysis and quantitative management
- Root cause analysis
- People management including goal setting growth aspects and coaching
- Understanding of the quality and governance models of UST and the customer; aligning the deliverables to meet those standards
Additional Comments
Job Title: ServiceNow Project Manager / Service Delivery Manager Location: All UST Locations (India) Experience: Minimum 10 Years in Project Management and functional exposure to ServiceNow Job Summary: We are seeking an experienced Project Manager / Service Delivery Manager with strong leadership, stakeholder management, and functional understanding of the ServiceNow platform. The SDM will be responsible for end-to-end service delivery oversight, ensuring operational excellence, client satisfaction, and adherence to agreed SLAs and KPIs. This role requires strong governance, coordination across cross-functional and technical teams, proactive issue resolution, and a focus on continuous improvement to ensure that delivery outcomes consistently align with business objectives. Key Responsibilities: Service Delivery & Operations Management Oversee end-to-end delivery of ServiceNow services and solutions, ensuring adherence to SLAs, OLAs, and contractual commitments. Ensure consistent service quality, operational stability, and timely issue resolution across all ServiceNow functions (ITSM, ITOM, HRSD, CSM, etc.). Monitor daily service operations through governance mechanisms, including stand-ups, service reviews, and performance tracking. Coordinate with technical, functional, and support teams to ensure effective prioritization and resolution of incidents, requests, and change activities. Track and report delivery metrics such as SLA compliance, ticket backlog, and customer satisfaction scores. Client & Stakeholder Engagement Act as the primary point of contact for the client for all delivery-related discussions and escalations. Build and maintain strong relationships with client stakeholders, understanding business needs and translating them into actionable delivery priorities. Conduct regular Service Review Meetings (SRMs) and ensure transparent communication of performance reports, risks, and improvement initiatives. Manage client expectations and proactively identify areas for value addition and operational excellence. Governance & Escalation Handling Lead daily/weekly stand-up calls, reviewing progress, blockers, and upcoming deliverables. Manage and resolve high-severity incidents or escalations, coordinating cross-functional teams to restore service and identify root causes. Drive adherence to established governance frameworks, ensuring compliance with company and client standards. Maintain detailed records of escalations, corrective actions, and preventive measures. Team Leadership & Coordination Provide leadership and direction to the ServiceNow delivery team, including developers, admins, and functional consultants. Align resources across multiple workstreams to meet project and operational goals. Mentor and guide team members, ensuring a collaborative, high-performance environment. Partner with Project Managers, Technical Architects, and Business Analysts for smooth coordination and delivery execution. Continuous Improvement & Strategy Identify opportunities for process improvement, automation, and optimization within ServiceNow operations. Implement service improvement plans and ensure continual service enhancement. Support transition and transformation initiatives to enhance service maturity. Contribute to roadmap planning, ensuring the alignment of delivery activities with evolving business and platform objectives. Required Skills & Experience: Minimum 10 years of total experience, with at least 5 years in IT Service Delivery Management. Strong functional understanding of the ServiceNow platform, including ITSM and related modules. Proven experience managing ServiceNow support and enhancement engagements for enterprise clients. Experience in managing SLAs, KPIs, and ITIL-based service operations. Sound knowledge of incident, problem, change, and request management processes. Hands-on familiarity with ServiceNow dashboards, reports, and performance analytics. Experience managing multi-vendor and geographically distributed teams. Proficiency in Agile/ITIL frameworks and service governance practices. Strong leadership, analytical, and stakeholder management skills. Excellent communication, presentation, and conflict-resolution abilities. Preferred Qualifications: ITIL v3/v4 Certification (mandatory or preferred) ServiceNow Certified System Administrator (CSA) or Implementation Specialist certification (preferred) Experience working in managed services or service operations delivery environments. Exposure to contractual service delivery management or enterprise service transformation programs. Soft Skills: Customer-centric mindset with a focus on proactive service improvement. Ability to manage multiple priorities in a fast-paced, dynamic environment. Strong problem-solving, negotiation, and decision-making skills. Excellent documentation and reporting abilities.
Skills
Project Management,Delivery Management,Servicenow
