Servicenow Project Manager

Key Responsibilities

Project Planning & Governance

• Define project scope, milestones, dependencies, and delivery roadmap for ServiceNow initiatives.

• Manage budget, timeline, and vendor/partner contracts with clear acceptance criteria.

• Maintain project documentation (RAID logs, change requests, test plans, release notes).

ServiceNow Implementation & Delivery

• Oversee configuration, integrations, and workflow design across ServiceNow modules.

• Coordinate release management, sandbox validations, and regression testing.

• Ensure alignment between functional requirements and platform capabilities (avoid customisation creep).

Stakeholder & Vendor Coordination

• Run steering committees, sprint reviews, UAT sessions, and go-live readiness checkpoints.

• Engage architects, developers, business owners, and external integrators to resolve defects or design conflicts.

• Challenge requests that break standard practices or violate platform governance.

Risk & Compliance Management

• Identify delivery risks early (licensing, security, integrations, data migration).

• Apply change control to avoid scope inflation and unplanned development.

• Enforce platform security, access policies, and CMDB/data model accuracy.

Service Transition & Post-Go-Live Support

• Support hypercare, defect triage, and backlog prioritisation after deployment.

• Define KPIs, adoption metrics, SLA impact, and platform value tracking.

• Handover to BAU teams with training and updated runbooks.

Required Skills & Experience

• 5-8 years managing IT transformation or SaaS platform projects.

• 3+ years working directly with ServiceNow (implementation or major enhancement programs).

• Strong understanding of ITSM processes HRSD, CSM, ITOM, SecOps are an advantage.

• Experience with agile delivery frameworks (Scrum/Kanban) and basic ITIL.

• Proficiency with Jira, Azure DevOps or ServiceNow Project/Agile modules.

• Ability to challenge unrealistic requirements and vendor over-engineering.

Preferred Certifications

• PMP, Prince2, or Scrum Master

• ServiceNow CIS (ITSM, HRSD, CSM)

• ITIL Foundation v4