Project Manager, ServiceNow Software Projects

Role Overview:

The ServiceNow Software Project Manager leads the planning, execution, and delivery of software initiatives within the ServiceNow platform. This role focuses on end-to-end delivery of ServiceNow modules and custom solutions. The ideal candidate has a software project management background, solid understanding of ServiceNow architecture and its application lifecycle.

Key Responsibilities:

• Lead the full lifecycle of ServiceNow software projects, from scoping and design to release and post-implementation review.
• Manage agile ceremonies including sprint planning, backlog grooming, and retrospectives.
• Collaborate with ServiceNow architects, developers, and business analysts to deliver scalable, high-quality modules and enhancements.
• Act as the primary stakeholder liaison, ensuring clear communication, transparency, and alignment with business goals.
• Produce and maintain detailed project documentation, user stories, and technical specifications  demonstrating technical writing excellence.
• Establish and manage project governance, KPIs, and reporting structures aligned with organizational standards.
• Oversee resource allocation and ensure all initiatives meet cost, schedule, and quality benchmarks.
• Drive continuous improvement across project management processes, agile maturity, and stakeholder engagement.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or Engineering.
• Master’s degree or advanced certification (MBA, MS in IT Management) preferred.
• 8–10 years of progressive project management experience, including at least 5 years delivering ServiceNow software projects.
• Demonstrated experience managing projects involving Knowledge Base Content Management and CMDB implementations.
• Proven ability to lead agile software development projects using Scrum, SAFe, or Kanban methodologies.
• Exceptional communication and technical writing skills able to produce high-quality documentation, business cases, and release notes.
• Experience managing integrations between ServiceNow and other enterprise systems (e.g., SAP, Salesforce, Azure).
• Strong stakeholder management, budget control, and risk mitigation abilities.

Certifications (Preferred or Required):

• PMP (Project Management Professional) or PMI-ACP (Agile Certified Practitioner).
• ITIL 4 Foundation or higher (Managing Professional/Strategic Leader).
• Certified Implementation Specialist (CIS) – Project Portfolio Management, CMDB, or Knowledge Management (ServiceNow).
• Certified Scrum Master (CSM) or equivalent Agile certification.
• ServiceNow Project Management or ServiceNow Fundamentals certification highly desirable.

Key Result Areas (KRAs):

• Project delivery and governance – Manage end-to-end lifecycle of ServiceNow projects, including scoping, planning, execution, risk management, and delivery documentation.
• Knowledge & CMDB enablement – Ensure seamless integration and governance of Knowledge Management and CMDB modules within the project scope.
• Documentation and communication – Maintain clear, high-quality documentation and effective stakeholder communication.
• Process improvement – Implement and refine project management standards, templates, and metrics; promote agile maturity and best practices.
• Stakeholder communication and alignment – Build strong, transparent relationships with internal and external stakeholders; ensure clear, timely communication of project objectives, risks, and progress to maintain alignment and trust throughout the delivery lifecycle.

Key Performance Indicators (KPIs):

• Schedule adherence and schedule variance – Percentage of milestones delivered on or ahead of schedule, measured using schedule variance (SV) and schedule performance index (SPI) metrics.
• Budget control and expense tracking – Monitor project expenditures against approved budgets, ensuring cost alignment and early identification of variances or overruns.
• Resource capacity utilization – Ratio of assigned resources to available capacity; tracks over or under utilisation.
• Cycle time and throughput – Average time from backlog entry to completion and number of tasks completed per sprint.
• Stakeholder satisfaction – Survey-based measure of stakeholder confidence in project delivery and communication.
• Quality and defect density – Number of post-release defects per sprint or project, ensuring continuous quality improvement.