Project Manager

The Project Manager will be responsible for project planning, governance, delivery excellence, resource management, client communication, and ensuring projects are delivered on time, within scope, budget, and quality expectations.

1. Lead end-to-end delivery of ServiceNow implementation, enhancement, upgrade, migration, and production support engagements.
2. Define project scope, timelines, milestones, deliverables, dependencies, and resource plans.
3. Monitor project progress, identify risks, and drive mitigation strategies.
4. Ensure adherence to project governance frameworks and organizational delivery standards.
5. Track project financials including effort, utilization, budget, revenue, and forecasting.
6. Manage change requests and ensure proper impact assessment.

1. Lead Agile/Scrum ceremonies including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives.
2. Work closely with Product Owners to prioritize product backlog.
3. Facilitate release planning and sprint execution.
4. Remove impediments affecting delivery teams.
5. Drive continuous improvement across Agile delivery processes.

1. Ensure alignment with ITIL best practices across Incident, Problem, Change, Request, Knowledge, Asset, and Configuration Management.
2. Govern ServiceNow process implementations ensuring adherence to business requirements.
3. Support operational excellence initiatives and process maturity improvements.
4. Ensure compliance with organizational quality standards.

1. Act as the primary point of contact for customers throughout project execution.
2. Conduct governance meetings including Steering Committees, Weekly Status Meetings, and Executive Reviews.
3. Manage customer expectations and maintain strong stakeholder relationships.
4. Present project status, KPIs, risks, issues, and mitigation plans to leadership.

1. Lead cross-functional ServiceNow teams including Architects, Technical Consultants, Developers, Business Analysts, QA Engineers, and Administrators.
2. Manage team capacity planning, workload balancing, and resource allocation.
3. Mentor project teams and foster a collaborative work environment.
4. Conduct performance reviews and provide coaching for team development.

1. Lead transition activities from implementation to production support.
2. Ensure successful knowledge transfer, documentation, and operational readiness.
3. Coordinate hypercare support after go-live.
4. Drive service transition following ITIL best practices.

1. Ensure project deliverables meet quality standards and customer expectations.
2. Monitor project health through KPIs and quality metrics.
3. Ensure adherence to SDLC, Agile, and ServiceNow implementation methodologies.
4. Promote continuous process improvement initiatives.