Project Manager - ServiceNow Implementation

• Our client is seeking a highly motivated and experienced Project Manager to lead the implementation of ServiceNow Now Assist across ITSM, IT Operations Management (ITOM), and Control Tower workflows. This pivotal role will be responsible for driving the successful adoption and integration of AI-powered capabilities to enhance our IT Service Management processes, optimize IT operations, centralize monitoring, improve operational efficiency, and deliver superior user experiences.
• The successful candidate will be a seasoned project manager with a strong understanding of ITSM and ITOM principles, a proven track record in delivering complex ServiceNow-based solutions, and a keen interest in leveraging generative AI to transform service and operations delivery. You will be instrumental in identifying, prioritizing, and executing use cases that unlock the full potential of Now Assist within our IT landscape, specifically targeting improvements in incident management, operational visibility, and proactive problem resolution across our entire IT estate.

The Role

• Proven Project Management Experience: 5+ years of experience in project management, with a strong track record of delivering complex IT projects, ideally within a large enterprise environment.
• ServiceNow Expertise: In-depth knowledge and hands-on experience with the ServiceNow platform, particularly within ITSM modules (Incident, Problem, Change, Service Catalog, Knowledge Management).
• AI/Generative AI Understanding: Familiarity with the concepts and capabilities of generative AI and its application in enterprise environments, specifically within service management contexts.
• ITSM Acumen: Solid understanding of IT Service Management principles, processes, and frameworks (ITIL v3 or v4 certification preferred).
• Stakeholder Engagement: Excellent communication, negotiation, and interpersonal skills with the ability to influence and collaborate effectively across all levels of the organization.
• Analytical & Problem-Solving: Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Change Management: Experience in leading and driving organizational change and user adoption for new technologies.
• Certifications (Desired): PMP, PRINCE2, CSM, ITIL, ServiceNow certifications are highly desirable.
• Financial Services Experience (Preferred): Experience working within the financial services industry is a plus.

Key Responsibilities:

• Project Leadership & Management: Lead end-to-end project lifecycle for ServiceNow Now Assist implementations, from initiation and planning to execution, monitoring, control, and closure.
• Stakeholder Management: Effectively engage and manage relationships with key stakeholders across IT Service Management, IT Operations, Business Units, vendors (ServiceNow), and other relevant departments.
• Use Case Identification & Prioritization: Collaborate with ITSM process owners and subject matter experts to identify, define, and prioritize high-impact Now Assist use cases that align with business objectives and deliver tangible value (e.g., automated incident resolution, intelligent routing, knowledge article generation, virtual agent enhancements).
• Requirements Gathering & Solution Design: Work closely with technical teams, Product Owners, Process Owners, and Business Analysts to translate identified use cases into detailed functional and technical requirements. Oversee the design and configuration of Now Assist capabilities within the ServiceNow platform.
• Vendor Management: Manage relationships and deliverables with ServiceNow and other third-party vendors as required for the successful implementation of Now Assist features.
• Risk & Issue Management: Proactively identify, assess, and mitigate project risks and issues, escalating as appropriate and developing contingency plans.
• Change Management & Adoption: Develop and execute comprehensive change management strategies, including communication plans, training programs, and user adoption initiatives to ensure successful integration and utilization of Now Assist.
• Budget & Resource Management: Manage project budgets, track expenditures, and allocate resources effectively to ensure projects are delivered within scope, on time, and within budget.
• Reporting & Governance: Provide regular project status updates, reports, and presentations to senior management and governance bodies.
• Continuous Improvement: Stay abreast of the latest ServiceNow Now Assist features, AI trends, and ITSM best practices to identify opportunities for ongoing enhancement and optimization.