ServiceNow Project Manager

Position Title: ServiceNow Project Manager

Experience Required: 89 Years

Location: Mumbai

Employment Type: Full-Time

Role Overview

We are looking for an experienced ServiceNow Project Manager who will be responsible for planning, executing, and delivering ServiceNow platform implementations and enhancements. The ideal candidate should have strong project management capabilities, excellent communication skills, and hands-on experience leading ServiceNow projects in an enterprise environment.

Key Responsibilities

Project Management

• Lead end-to-end delivery of ServiceNow implementation, enhancement, and upgrade projects.
• Develop detailed project plans covering scope, timelines, resource allocation, and milestones.
• Drive Agile/Scrum-based execution, manage sprints, and coordinate with technical teams.
• Track and manage project performance, budget adherence, risk, and issue management.
• Ensure successful delivery aligned with project governance, KPIs, and quality standards.

Stakeholder & Client Management

• Act as primary point of contact for business stakeholders, SMEs, and technical teams.
• Conduct requirement workshops, solution walkthroughs, and client presentations.
• Manage expectations, communicate progress, and ensure timely issue resolution.
• Facilitate sign-offs on scope, requirements, design, SIT/UAT plans, and deployment.

Delivery & Technical Coordination

• Collaborate with ServiceNow architects, developers, and QA teams to ensure high-quality delivery.
• Guide teams through configuration, customization, integrations, and testing cycles.
• Ensure compliance with ServiceNow best practices, security standards, and ITIL processes.
• Support release planning, deployment readiness, and hypercare.

Governance & Reporting

• Prepare and present project dashboards, risk logs, RAID items, sprint velocity, and delivery metrics.
• Ensure documentation (BRD, FRD, test plans, deployment checklist) is completed and approved.
• Maintain compliance with PMO frameworks and enterprise governance processes.

Required Skills & Qualifications

Mandatory

• 89 years of total experience, with 5+ years managing ServiceNow projects.
• Strong understanding of ServiceNow architecture, data model, workflows, and integrations (REST/SOAP APIs).
• Expertise in Agile/Scrum, sprint ceremonies, and backlog management.
• Strong exposure to ITIL processes (Incident/Change/Problem Management).
• Excellent communication, stakeholder management, and leadership skills.
• Experience managing multi-vendor / distributed delivery teams.

Preferred

• ServiceNow certifications (e.g., CSA, CISITSM, CISITOM, Project Portfolio Suite).
• PMP / PRINCE2 / CSM certification.
• Experience in regulated industries

Key Attributes

• Strong analytical and problem-solving skills.
• Ability to manage multiple projects simultaneously under tight timelines.
• High accountability, ownership mindset, and focus on quality delivery.
• Ability to collaborate across cross-functional teams and influence decisions.