What are the responsibilities and job description for the ServiceNow Project Manager position at Ekcel Technologies Inc?
Mclean VA/Plano TX (5 days onsite in a week)
Job Description
The Service Management Project Manager is a self-driven professional responsible for managing and driving end-to-end ITSM (IT Service Management) and ITOM (IT Operations Management) programs, which consist of multiple projects. These projects may include implementing ITIL processes using tools like ServiceNow , transforming service catalogs, driving automation across IT services, and optimizing technical processes.
Key Responsibilities
Job Description
The Service Management Project Manager is a self-driven professional responsible for managing and driving end-to-end ITSM (IT Service Management) and ITOM (IT Operations Management) programs, which consist of multiple projects. These projects may include implementing ITIL processes using tools like ServiceNow , transforming service catalogs, driving automation across IT services, and optimizing technical processes.
Key Responsibilities
- Collaborating with stakeholders to assess project requirements, review strategies, drive decisions, implementation, and governance.
- Managing multiple key/strategic projects simultaneously, preferably within the ITSM domain.
- Ensuring effective stakeholder management (internal/client) up to the Director/VP level while maintaining high levels of client satisfaction.
- Handling commercial acumen, including estimation, budgeting, earned value analysis, and maintaining GM (Gross Margin) & OI (Operating Income).
- Maintaining strong business communication, presentation, and conflict management skills.
- Delivering quality metrics, burn-down charts, and progress/status reporting at the portfolio level.
- Managing relationships and status reporting within the organization, with clients, and third parties.
- Overseeing internal and external dependencies for projects.
- Creating and tracking plans to deliver program goals, including technical implementation plans.
- Managing dependencies across platform and technology teams to ensure transparency and visibility for key deliverables.
- Handling scope (requirements)/backlog management, quality management, and risks/issues management.
- Creating and managing end-to-end program plans.
- Being accountable for the end-to-end delivery of overall projects.
- Leading and delivering agreed solutions with agreed quality standards.
- Education: Graduate (minimum); MBA (IT/Operations) preferred.
- Experience: Minimum 8-10 years of project management experience in IT.
- Certifications: ITIL or ITSM certifications preferred; PMP certification desirable.
- Tools Expertise: Exposure to Service Management tools like ServiceNow , Summit, Cherwell, BMC Remedy, HPSM, or equivalent industry-standard ITSM tools (ServiceNow or Summit preferred).
