ServiceNow Project Manager

ServiceNow Project Manager

Mclean VA/Plano TX (5 days onsite in a week)

POC: Gaurav Kumar Rawat

Job Description :

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).