ServiceNow Project Manager
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Job Description
ServiceNow Project Manager leading platform operations for a Federal Government agency. Managing delivery, staffing, ServiceNow capacity, performance governance, transitions, and multi-vendor coordination.
Responsibilities:
- Lead a ServiceNow Platform Operations team supporting a Federal Agency
- Serve as the primary management interface for task-order execution
- Coordinate Government, prime/subcontractor, and multi-vendor delivery dependencies
- Plan, prioritize, and direct work across platform operations, architecture, engineering, implementation, testing, and business-analysis lanes
- Own staffing, onboarding, offboarding, backfill, leave/coverage planning, key-personnel substitution coordination, background-processing visibility, and service-window continuity
- Manage demand and capacity in ServiceNow SPM
- Balance service/security restoration, committed releases and control deadlines, and prioritized backlog
- Own service-performance governance, including SLA/KPI/OPI calendars, dashboards, exceptions, corrective actions, and burn-in validation
- Maintain integrated schedules, milestones, sprint/release plans, risks, issues, decisions, actions, dependencies, and deliverables in ServiceNow
- Ensure weekly, biweekly, monthly, quarterly, and release-driven reporting is complete and evidence based
- Coordinate production control, release readiness, architecture/security governance, and cross-team decisions
- Lead incoming and outgoing transition, including transition plans, WBS, access and onboarding readiness, live-environment validation, artifact/knowledge capture, risk mitigation, and transfer of operational materials
- Track customer satisfaction, feature adoption, business value, platform maturity, and improvement outcomes
- Convert approved improvement opportunities into prioritized, owned work
- Lead major-service communications and executive escalation
- Provide the Agency with operating status, accountable owners, decision points, next-update expectations, and closure evidence
Requirements:
- Four or more years of project/program management experience, including leadership of complex technology delivery or operations teams
- At least three years leading ServiceNow implementations, platform operations, or managed ServiceNow delivery in a multi-team environment
- Experience with Agile delivery
- Experience with ServiceNow SPM or equivalent work-management practices
- Experience with service-level performance management
- Experience with fixed-price capacity planning
- Experience managing staffing, transitions, risks/issues/dependencies, release commitments, customer communications, and measurable service outcomes
- Project-management certification such as PMP or equivalent required where mandated by the applicable labor category
- U.S. citizenship
- Ability to satisfy High Risk IT background-investigation and sensitive-information requirements
- Strong executive communication, prioritization, negotiation, and decision-management skills
- Federal consulting or financial-regulatory experience preferred
- Experience operating ServiceNow in a multi-vendor enterprise environment preferred
- Experience with ServiceNow-native SLA/KPI dashboards, transition under constrained incumbent overlap, and evidence-based contract performance reporting preferred
Benefits:
- Comprehensive medical, dental, and vision insurance starting the first of the month after joining
- 401(k) Plan with immediately vested employer contributions; no matching required
- Generous Paid Time Off (PTO)
- One additional day of paid wellness leave per calendar year
- Ten federal holidays observed
- Pet Insurance
- Tuition reimbursement
- Internal training programs
- Company-sponsored industry certifications
- Dynamic and collaborative work environment
- Team building activities
- Community volunteering
- Quarterly HQ days
- Wellness events
- Happy hours
- Family fun events
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