Project Manager, Technical Service Management & Automation

Project Manager, Technical Service Management & Automation

Description -

About the Role

We are seeking an experienced ServiceNow Project Manager to lead the planning, execution, and successful delivery of ServiceNow projects. The ideal candidate will be responsible for managing project scope, timeline, budget, and stakeholder communication while ensuring alignment with business objectives. This role requires expertise in project management methodologies, a strong understanding of ServiceNow capabilities, and the ability to drive cross-functional collaboration.

Key Responsibilities

• Lead and manage ServiceNow implementation and enhancement projects from initiation to completion.
• Define project scope, objectives, timelines, and deliverables in collaboration with stakeholders.
• Develop detailed project plans, track progress, and ensure timely completion of milestones.
• Facilitate communication between technical teams, business users, and leadership to align project goals.
• Identify project risks, issues, and dependencies, and implement mitigation strategies.
• Oversee budget, resource allocation, and vendor relationships as needed.
• Ensure compliance with ITIL best practices and organizational governance standards.
• Drive continuous improvement by analyzing project outcomes and implementing lessons learned.
• Provide regular project status updates and reports to stakeholders.
• Support change management efforts to drive user adoption and successful deployment of ServiceNow solutions.

Required Qualifications

• Bachelor's degree in Project Management, Business, Information Technology, or a related field (or equivalent experience).
• 10+ years of experience in IT project management, with at least 5 years focused on ServiceNow projects.
• Project Management Professional (PMP), Certified Scrum Master (CSM), or equivalent certification preferred.
• Strong understanding of ServiceNow platform capabilities, ITSM, CMDB, ITOM, and related modules.
• Experience with Agile and SCRUM methodologies and Agile 2.0 / SAFe in ServiceNow.
• Excellent organizational, problem-solving, and leadership skills.
• Ability to manage multiple projects simultaneously and work in a fast-paced environment.
• Strong communication and stakeholder management skills.

Preferred Qualifications:

• Experience with large-scale ServiceNow implementations or migrations.
• Familiarity with ServiceNow development processes, integrations, and best practices.
• ITIL v4 Foundation certification.
• Experience managing cross-functional teams and vendor partnerships.

Personal qualities

• Integrity
• Teamwork
• Communication
• Customer Focus
• Problem Solving
• Initiative
• Growth Mindset

Knowledge & Skills
• Project management
• Project planning
• Information technology (IT)
• Systems integration
• Project management software
• Process improvements
• Infrastructure design
• Security management
• Risk management
• Internal communications
• Contract management
• Project controls

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.

Complexity
• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.