ServiceNow Project Manager

The Service Management Project Manager is a self-driven professional responsible for managing and driving end-to-end ITSM (IT Service Management) and ITOM (IT Operations Management) programs, which consist of multiple projects. These projects may include implementing ITIL processes using tools like ServiceNow, transforming service catalogs, driving automation across IT services, and optimizing technical processes.

Key Responsibilities

• Collaborating with stakeholders to assess project requirements, review strategies, drive decisions, implementation, and governance.
• Managing multiple key/strategic projects simultaneously, preferably within the ITSM domain.
• Ensuring effective stakeholder management (internal/client) up to the Director/VP level while maintaining high levels of client satisfaction.
• Handling commercial acumen, including estimation, budgeting, earned value analysis, and maintaining GM (Gross Margin) & OI (Operating Income).
• Maintaining strong business communication, presentation, and conflict management skills.
• Delivering quality metrics, burn-down charts, and progress/status reporting at the portfolio level.
• Managing relationships and status reporting within the organization, with clients, and third parties.
• Overseeing internal and external dependencies for projects.
• Creating and tracking plans to deliver program goals, including technical implementation plans.
• Managing dependencies across platform and technology teams to ensure transparency and visibility for key deliverables.
• Handling scope (requirements)/backlog management, quality management, and risks/issues management.
• Creating and managing end-to-end program plans.
• Being accountable for the end-to-end delivery of overall projects.
• Leading and delivering agreed solutions with agreed quality standards.

Desired Skills/Requirements

• Education: Graduate (minimum); MBA (IT/Operations) preferred.
• Experience: Minimum 8-10 years of project management experience in IT.
• Certifications: ITIL or ITSM certifications preferred; PMP certification desirable.
• Tools Expertise: Exposure to Service Management tools like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM, or equivalent industry-standard ITSM tools (ServiceNow or Summit preferred).