ServiceNOW Technical Project Manager

Job Summary:

The ServiceNow Project Manager is responsible for the end-to-end delivery of ServiceNow implementations, leading projects from initiation through go-live and post-implementation support. The role requires proven hands-on experience delivering ServiceNow implementations as a Project Manager, strong delivery discipline, and the ability to manage complex stakeholder environments.

The Project Manager will operate with minimal oversight, independently leading ServiceNow projects and owning delivery outcomes while working closely with the Delivery Director and ServiceNow Consulting teams to execute the overall delivery strategy.

Duties/Responsibilities:

Customer & Stakeholder Management:

• Build, manage, and maintain strong relationships with customer stakeholders at project and senior leadership levels.
• Act as the primary point of accountability for ServiceNow project delivery, managing expectations, risks, and day-to-day delivery activities.
• Ensure clear, consistent communication across business, technical, and executive stakeholders throughout the project lifecycle.

Project Planning & Delivery:

• Lead full lifecycle ServiceNow implementations, including planning, design, build, test, deployment, and post-go-live support.
• Develop and maintain detailed project plans, schedules, budgets, and resourcing models aligned to agreed scope and delivery approach.
• Monitor delivery progress, proactively identify risks, issues, and dependencies, and implement mitigation plans to protect delivery outcomes.
• Manage scope and change in a controlled manner, ensuring alignment to business objectives and contractual commitments.

Team Leadership & Delivery Coordination:

• Lead cross-functional delivery teams, including ServiceNow consultants, technical specialists, client resources, and third-party suppliers.
• Provide clear direction, prioritisation, and decision-making to maintain delivery momentum and quality.
• Foster collaboration and high performance through effective leadership, coaching, and stakeholder engagement.

Governance, Reporting & Quality:

• Provide regular, structured project reporting to the Delivery Director, Programme Director, Steering Committees, and other stakeholders.
• Ensure adherence to delivery governance, quality standards, and ServiceNow implementation best practices.
• Maintain accurate and up-to-date project documentation, including project plans, RAID logs, financial tracking, status reports, and lessons learned.

Change, Risk & Issue Management:

• Manage project-level change requests, assessing impact on scope, cost, timeline, and resources.
• Own delivery risks and issues, acting as the first point of escalation and escalating appropriately when required.
• Drive timely resolution of complex delivery challenges while balancing delivery constraints and customer expectations.

Required Skills/Abilities:

• Bachelor's degree in Engineering, Math or Information Technology
• Demonstrable experience delivering ServiceNow implementations as a Project Manager, with accountability for end-to-end delivery.
• Strong understanding of ServiceNow delivery lifecycles and implementation best practices.
• Excellent stakeholder management and communication skills, with the ability to engage effectively at all organisational levels.
• Proven ability to manage schedules, budgets, risks, and dependencies across complex delivery environments.
• Experience leading small to medium-sized, cross-functional project teams.
• Solid understanding of project governance, quality assurance, and delivery frameworks.

Desirable Experience

• Experience delivering ServiceNow modules such as ITSM, ITOM, HRSD, CSM, or related workflows.
• ServiceNow certification(s) and/or formal project management qualifications (PRINCE2, PMP, Agile, etc.).
• Experience working in consulting
• ServiceNOW Certification

Montreal Associates is acting as an Employment Agency in relation to this vacancy.