Job Summary:

The ServiceNow Project Manager is responsible for the end-to-end delivery of ServiceNow projects, ensuring they are completed on time, within scope, and budget. This role requires strong project management skills, hands-on delivery experience, and the ability to manage relationships with stakeholders at multiple levels. The Project Manager will work closely with the Delivery Director and ServiceNow Consulting to execute the delivery strategy.

Duties/Responsibilities:

Customer Relationship Management:

• Build and maintain strong relationships with project-level stakeholders, ensuring clear communication, expectations, and satisfaction.

• Act as the primary point of contact for project delivery, addressing day-to-day concerns and issues.

Project Planning and Delivery:

• Develop detailed project plans, schedules, and budgets, aligned with programme objectives and constraints.

• Monitor progress, identify risks, and implement mitigation plans to ensure successful project delivery.

• Coordinate resources, both internal and external, to meet project goals.

Team Leadership and Coordination:

• Lead project teams, providing direction, guidance, and support to ensure tasks are executed effectively.

• Facilitate collaboration between technical teams, business stakeholders, and third-party suppliers.

• Support team development through mentoring and coaching, fostering high performance and engagement.

Governance and Reporting:

• Provide regular project updates to the Programme Director, Steering Committees, and other stakeholders.

• Ensure adherence to quality standards, risk management practices, and organisational delivery processes.

• Maintain accurate project documentation, including plans, status reports, issue logs, and lessons learned.

Change and Issue Management:

• Manage project-level change requests, assessing impact on schedule, budget, and resources.

• Act as the first line of escalation for delivery issues, escalating to the Programme Director when necessary.

Supplier and Vendor Coordination:

• Coordinate with third-party suppliers to ensure timely delivery of contracted work.

• Track supplier performance against agreed deliverables and escalate issues when required.

Required Skills/Abilities:

• Bachelor’s degree in Business, Information Technology, or a related field.

• Proven experience managing ServiceNow projects, including planning, execution, and delivery.

• Strong stakeholder management skills, with the ability to communicate effectively at multiple levels.

• Excellent project management skills, including scheduling, budgeting, and risk management.

• Strong leadership abilities, capable of managing small to medium-sized teams.

• Deep understanding of project governance, quality assurance, and industry-standard practices.

• Problem-solving and decision-making skills to address complex project issues.

Skills:

• Excellent communication and interpersonal skills.

• Strong organizational and time-management skills.

• Proficiency in project management tools and methodologies.

• In-depth knowledge of the ServiceNow platform and its capabilities.

• Ability to work under pressure and manage multiple priorities.