ServiceNow Technical Project Manager

The purpose of the role is to manage delivery of a project driving operations and delivery governance, ensuring right talent supply chain to optimize customer satisfaction and cost of delivery

• Minimum of 12+ years of experience with an excellent track record for successful and flawless execution of projects ensuring that all projects are delivered on time within scope and within budget
• At least 8+ years of experience in running large scale Digital projects with 4+ years of leading ServiceNow programs with core hands on experience on architecting ServiceNow solutions.
• Experience in end end SDLC with experience in churning out and reviewing appropriate documentation for each phase
• Experience in setting up and architecting ServiceNow infrastructure
• Should have handled teams of 15+ resources with management expertise in ServiceNow to build a strong team culture and technical competency
• An innovative and transformative mindset to identify improvement opportunities in BPM processes to optimize them, decrease costs and increase client value by using the ServiceNow platform
• Excellent client facing and internal communication skills Excellent written and verbal communication skills Solid organizational skills including attention to detail and multitasking skills.
• Exposure to the Agile SDLC with ability to manage product backlogs and user stories
• Deep analytical, client relationship and people management skills
• Understanding to the latest technology Trends in the ServiceNow products would be preferable.

- Operational Excellence
- Automation Focus- Perform pareto analysis as per the no. of incidents received and accordingly identify automation opportunities and drive value adds across the project- Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery

- Interact and engage with tools team to bring in new tools in the project to automate certain pointers/ elimination of any noise in the project

- Innovation Focus
- Brainstorm with the team to identify improvement opportunities and initiatives to further improve quality, delivery speed and productivity parameters- Drive value adds and BVMs; ensure management showcases them to customer in MRM & QBR to drive growth

- Plan and conduct periodic idea campaigns to generate new solutions to the problems/ define better ways of working

- Drive and deploy Knowledge Management and sharing
- Contribute in internal knowledge sharing initiatives at Wipro by driving internal training sessions, best practices, learnings, value adds and BVMs and deploys best practices in various projects within own account- Deploy the Wipro's knowledge management portal across the account and monitor & track trainings

- Capability Development and Talent Pipeline Creation
- Demand forecasting in line with business requirements - Anticipate attrition and ensure right talent supply chain to deliver the project- Spearhead quarterly demand forecasting and resource planning aligned to project requirements

- Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team- Anticipate new skills/ upcoming technologies required to deliver the project and ensure the team is trained or right talent is inducted into the project as per the skill requirements

- Drive 100% compliance on trainings and upskilling requirements
- Prioritize and identify essential and upcoming technical skills required across programs/ projects to facilitate and drive right supply chain- Drive towards 100% mandatory training compliance for the target population within an account

- Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations
- Quarterly connect with critical talent to understand their career aspirations and create their learning maps along with project managers and HRBP

- Fresher engagement program
- Ensure a stable arrangement and assimilation of rookie within accounts in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc)

- Team Management
- Resourcing- Forecast talent requirements as per the current and future business needs- Hire adequate and right resources for the team

- Talent Management
- Ensure adequate onboarding and training for the team members to enhance capability & effectiveness- Build an internal talent pool and ensure their career progression within the organization

- Manage team attrition- Drive diversity in leadership positions- Performance Management- Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports- Ensure that the Performance Nxt is followed for the entire team

- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team- Track team satisfaction scores and identify initiatives to build engagement within the team

- Facilitate rewards and recognition to acknowledge the high performers in the team