ServiceNow Project Manager

Role Overview

The Project Manager will lead the delivery of ServiceNow platform enhancements, integrations, and related IT transformation initiatives across the enterprise technology landscape. This role is responsible for ensuring disciplined execution of all workstreams spanning requirements, design, integration, testing, deployment, and post‐go‐live stabilisation. The role is critical in enabling seamless end‐to‐end workflows, highly integrated ITSM/CSM capabilities, and improved user experience across the organisation’s service ecosystem.

Key Responsibilities

Project Delivery & Governance

• Own the delivery of ServiceNow and integration-focused projects, ensuring alignment with business strategy and IT roadmap.
• Enforce compliance with project governance frameworks, stage-gates, RAID management, and change control.
• Maintain high-quality artefacts and documentation across all project checkpoints.

Planning & Execution

• Develop and maintain integrated project plans, milestones, and dependencies.
• Coordinate resources across workstreams (Requirements, Design, Build, Test, Cutover & Go-Live).
• Drive readiness for key phases including UAT, cutover planning, and hypercare.

Financial & Resource Management

• Track project budgets, forecasts, and actuals; provide variance analysis and corrective actions.
• Partner with PMO and Finance to ensure transparent reporting and compliance with financial governance.

Stakeholder Engagement & Communication

• Act as a trusted advisor to sponsors and senior leadership, providing decision-ready reporting.
• Facilitate communication across PMO, Architecture, Finance, and business stakeholders.
• Prepare and present status reports (RAG, risks/issues, budget, timeline, benefits) to Programme Board and Steering Committee.

Risk & Issue Management

• Identify and manage project-level risks and issues, escalating where necessary.
• Implement proactive mitigation strategies to protect delivery timelines.

Governance & RACI Alignment

• Project Governance: Accountable for stage-gate deliverables and escalation.
• Requirements & Design: Consulted during solution design and sign-off.
• Cutover & Go-Live: Responsible for readiness and hypercare setup.

Qualifications & Skills

• 5–8+ years' experience in IT project management, with a focus on ServiceNow, ITSM/CSM, or integration-heavy projects.
• Strong understanding of ServiceNow modules such as ITSM/CSM and related workflows.
• Demonstrated experience delivering API or middleware integrations (e.g., MuleSoft, Dell Boomi, Azure Integration Services).
• Strong command of governance methodologies: PRINCE2, Agile/Hybrid delivery.
• Certifications desirable: PRINCE2 Practitioner, PMP, ITIL4 Foundation, ServiceNow Fundamentals/CSA.
• Proficient in project reporting tools (e.g., Power BI, JIRA, ServiceNow Project/Agile modules).
• Excellent stakeholder engagement, communication, and vendor management skills.