Project Manager

Role Overview

We are seeking an experienced Project Manager to organize, govern, and advance strategic ServiceNow initiatives. This role will provide structure and delivery discipline across continuous improvement, strategic governance, platform initiatives, and the associated portfolio of work.

The Project Manager will serve as a connector between leaders, delivery teams, business stakeholders, and partners, ensuring priorities are clear, commitments are tracked, risks and decisions are surfaced early, and leadership has a consistent view of progress and business value.

A critical component of this role is executive communication. The Project Manager will work with initiative owners to translate detailed platform activity, backlog progress, dependencies, risks, metrics, and accomplishments into concise, decision-ready materials for senior executives and governance forums.

Key Responsibilities

Strategic Initiative & Delivery Management

• 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.

Backlog, Prioritization & Continuous Improvement

• Help organize and maintain the strategic initiative and continuous-improvement backlog.

• Establish visibility into what is committed, in progress, blocked, and recommended for prioritization.

• 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.

Executive Governance & Reporting

• Coordinate preparation for recurring executive governance and leadership reviews.

• Develop and maintain concise, executive-ready status materials with platform 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.

Stakeholder & Leadership Partnership

• Build trusted working relationships with 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.

Risk, Decision & Dependency Management

• 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.

What Success Looks Like

The successful Project Manager will establish an operating rhythm where:

• 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.

• Platform leaders can focus on leading the platform and making decisions while the Project Manager provides coordination and delivery structure.

Desired Qualifications

Preferred Experience

• 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.

Desired, Not Required

• 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.

Ideal Candidate Profile

This role is best suited for someone who is comfortable operating in ambiguous environments. 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.

Note: PMP certification and ServiceNow experience are desired but not mandatory.