ServiceNow Project Manager

Responsibilities

• Provide project management leadership across high-visibility ServiceNow strategic initiatives and continuous-improvement efforts.
• Establish clear objectives, milestones, deliverables, owners, dependencies, and expected outcomes.
• Translate broad leadership objectives into actionable work plans and maintain visibility from strategy through execution.
• Maintain an integrated view across multiple ServiceNow initiatives rather than managing each effort in isolation.
• Facilitate working sessions that move teams from discussion toward clear outcomes, owners, actions, and decisions.
• Identify delivery gaps, unclear ownership, competing priorities, and dependencies requiring leadership attention.
• Drive follow-through and accountability for committed actions and objectives.
• Help leaders organize and maintain the strategic initiative and continuous-improvement backlog.
• Establish visibility into what is committed, in progress, blocked, and recommended for prioritization next.
• Partner with initiative owners to define measurable outcomes and determine when work is complete.
• Connect backlog items to strategic priorities, expected value, dependencies, risks, and leadership decisions.
• Support prioritization discussions when capacity or competing initiatives require tradeoffs.
• Maintain action and decision tracking so governance commitments translate into execution.
• Coordinate preparation for recurring executive governance and leadership reviews.
• Develop and maintain concise, executive-ready status materials with ServiceNow leaders and subject-matter experts.
• Translate complex technical and operational information into clear narratives focused on business value, delivery progress, milestones, risks, dependencies, decisions required, backlog priorities, and measurable outcomes.
• Establish a structured preparation cadence for content collection, owner alignment, quality review, and presenter readiness.
• Work with presenters to ensure ownership of content and readiness to communicate decisions, risks, and outcomes.
• Build trusted working relationships with ServiceNow platform leadership, managers, technical SMEs, business stakeholders, vendors, and enterprise partners.
• Coordinate across teams where work spans organizational or platform boundaries.
• Ensure subject-matter experts remain accountable for their content and outcomes while the Project Manager provides the structure that keeps the overall effort moving.
• Facilitate alignment when teams have different priorities, perspectives, or definitions of success.
• Distinguish issues requiring working-team resolution from those requiring leadership escalation or governance decisions.
• Bring the appropriate stakeholders together to resolve cross-functional dependencies.
• Maintain visibility into material risks, issues, dependencies, decisions, and actions across assigned initiatives.
• Ensure each material item has clear ownership, impact, target resolution, and escalation path.
• Surface potential delivery or governance concerns early rather than waiting for executive reporting cycles.
• Prepare leadership with the context and options necessary to make decisions.
• Track decisions through completion and ensure resulting actions are reflected in plans and backlogs.
• Leaders have one reliable view of priorities, progress, backlog, risks, and decisions.
• Initiative owners understand their commitments and are prepared for governance discussions.
• Executive materials tell a concise business story rather than simply reporting activity.
• Metrics and value statements are supportable before reaching senior leadership.
• Cross-functional dependencies are surfaced early.
• Decisions from governance meetings translate into owned actions.
• Continuous-improvement work remains organized and visible as priorities evolve.
• ServiceNow leaders can focus on leading the platform and making decisions while the Project Manager provides coordination and delivery structure.

Requirements

• Demonstrated project or program management experience supporting complex, highly visible technology initiatives.
• Experience working directly with senior leaders and translating detailed delivery information into executive-level communication.
• Strong experience establishing governance cadences, project controls, status reporting, backlog visibility, and accountability mechanisms.
• Experience coordinating initiatives across multiple technical and business teams.
• Demonstrated ability to organize work into clear plans, ownership, milestones, and measurable outcomes.
• Strong PowerPoint and executive presentation skills, including the ability to turn technical content into concise leadership narratives.
• Experience facilitating working sessions, leadership reviews, and governance meetings.
• Strong understanding of RAID management, dependency management, decision tracking, prioritization, and delivery governance.
• Familiarity with ServiceNow, ServiceNow platform teams, or enterprise ServiceNow initiatives.
• Experience supporting ServiceNow governance, platform modernization, automation, AI/Now Assist, CMDB, Service Mapping, demand management, or similar platform initiatives.
• PMP certification.
• Experience operating in an Agile, product, portfolio, or hybrid delivery environment.
• This role is best suited for someone who is comfortable operating in the gray.
• The ideal candidate does not need every requirement handed to them before getting started.
• They can enter a complex environment, understand what leadership is trying to accomplish, create structure around the work, identify what is missing, connect the appropriate people, and drive the effort toward a clear outcome.