ServiceNow Project Manager

About Aelum Consulting

Aelum Consulting is a ServiceNow Premier Partner helping enterprises accelerate their digital transformation journeys through innovation, automation, and scalable solutions. We deliver tailored implementations that drive efficiency, enhance user experience, and create measurable business impact across industries.

About the Role

A ServiceNow Project Manager with strong delivery and client-facing experience to manage end-to-end ServiceNow implementation projects. The role requires strong delivery ownership, stakeholder management, proactive risk management, and a good understanding of the ServiceNow implementation lifecycle — independently managing projects while coordinating with customers, Solution Architects, Business Analysts, Developers, and QA teams.

Key Responsibilities

• Manage ServiceNow implementation projects from initiation through Go-Live and Hypercare across ITSM, ITOM, SPM, HRSD, CSM, GRC/IRM, and ITAM.
• Develop and own project plans, timelines, milestones, resource requirements, dependencies, and deliverables.
• Act as primary point of contact for customers on delivery and governance; drive internal reviews, status meetings, and reporting.
• Proactively identify, track, and manage risks, issues, dependencies, and decisions; escalate schedule deviations early.
• Manage scope and change requests; track project effort, resource utilisation, budget, and overall project health.
• Ensure timely completion of customer prerequisites, approvals, and sign-offs, and quality transition through UAT, Go-Live, Hypercare, and closure.
• Support pre-sales activities — effort estimation, planning, delivery approach, and Sales-to-Delivery transition.

Must Have

• 10-15 years of overall professional experience, with relevant experience in project management or delivery within IT services or consulting.
• Experience managing end-to-end ServiceNow implementation projects.
• Good understanding of the ServiceNow implementation lifecycle and exposure to ITSM, ITOM, ITAM, SPM, HRSD, CSM, and GRC/IRM.
• Strong understanding of Agile, Waterfall, and Hybrid delivery methodologies.
• Experience in project planning, RAID management, resource coordination, UAT, Go-Live, Hypercare, and project closure.
• Strong client-facing, stakeholder-management, and communication skills, with the ability to manage risks, dependencies, and escalations proactively.
• Experience working with cross-functional and geographically distributed teams, including effort tracking, utilisation, and budget management.

Good to Have

• B.Tech / MCA qualification; PMP, PRINCE2, or Scrum certification.
• ServiceNow CSA or other ServiceNow certifications.
• Prior experience with a ServiceNow consulting partner; exposure to pre-sales and estimation.

Platform / Technical Experience

ServiceNow (ITSM, ITOM, ITAM, SPM, HRSD, CSM, GRC/IRM) · Agile / Waterfall / Hybrid · RAID management · Project planning & tracking tools

Success Metrics

On-time Go-Live · Budget & effort variance · Utilisation · Scope control · Customer satisfaction