Senior ServiceNow Project Manager

We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale across all devices and digital mediums, and our people exist everywhere in the world (18000 experts across 37 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!

Job Description:

We are looking for an experienced ServiceNow Project Manager to lead the implementation of ServiceNow for our client. The ideal candidate will be responsible for overseeing the entire project lifecycle, ensuring timely delivery within a fixed-price contract structure while managing scope, risks, and client expectations. This role requires strong expertise in project governance, client communication, change management, and stakeholder engagement. The candidate must possess the ability to navigate challenges associated with fixed-price contracts, scope control, and budget constraints.

Key Responsibilities:

Project Management & Delivery

• Oversee the end-to-end implementation of ServiceNow modules, including Incident Management, Change Management, Asset Management, CMDB, and ITOM.
• Develop and execute a detailed project plan, including milestones, deliverables, RACI, and communication cadence.
• Monitor project scope, timeline, and budget to ensure successful delivery under a fixed-price contract structure.
• Identify risks and proactively implement mitigation strategies to prevent scope creep and cost overruns.
• Ensure compliance with client's security standards and regulatory requirements.
• Manage project governance, documentation, and stakeholder reporting.

Fixed-Price Contract Management

• Handle the unique challenges of fixed-price contracts, including:
• Defining clear deliverables and acceptance criteria upfront.
• Ensuring strict adherence to scope to avoid cost overruns.
• Managing change orders effectively to ensure project profitability.
• Tracking resource allocation and burn rate to maintain financial control.
• Regularly update executive leadership on project financials, risks, and progress as part of steering committee meetings.

Client Communication & Stakeholder Management

• Serve as the primary point of contact between the development team and the client.
• Facilitate requirement gathering sessions, ensuring alignment between business needs and technical solutions.
• Conduct weekly client meetings, status reports, and executive briefings.
• Manage client expectations and address concerns proactively.
• Drive collaboration between client and Nagarro teams to ensure project success.

Change Request & Issue Management

• Manage change requests (PCRs) by evaluating scope, impact, and cost implications.
• Work closely with the client to define, review, and approve project change requests.
• Triage and prioritize issues raised by stakeholders to ensure smooth project execution.
• Ensure that all approved changes are incorporated into the project plan and budget.

Testing, UAT, & Training

• Oversee the User Acceptance Testing (UAT) process and facilitate stakeholder buy-in.
• Ensure the creation of technical and functional documentation for knowledge transfer.
• Supervise the development of training programs for ServiceNow end users and administrators.
• Ensure a smooth go-live transition with Hypercare support.

Desired Skills & Experience:

Technical & Functional Skills

• Strong ServiceNow project management experience, with expertise in CMDB, ITSM, ITOM, and custom workflows.
• Proven ability to deliver projects under fixed-price contracts, ensuring financial and operational control.
• Familiarity with ServiceNow integrations, including ESRI (ArcGIS), ARMIS, PDQ Inventory, and Hexagon/Infor EAM.
• Experience in managing security compliance within IT projects.
• Knowledge of waterfall and hybrid project management methodologies.

Client & Change Management Skills

• Excellent client communication skills, capable of engaging with technical and business stakeholders.
• Strong ability to navigate contract negotiations, scope changes, and risk management.
• Ability to handle and process change requests efficiently, maintaining profitability and customer satisfaction.
• Skilled in conflict resolution, escalation management, and stakeholder alignment.

Soft Skills

• Strong problem-solving and decision-making abilities.
• Ability to lead cross-functional teams and drive consensus.
• Highly organized with attention to detail and a proactive mindset.
• Adaptability and resilience in a fast-paced, evolving project environment.

Qualifications:

• Bachelor's or master's degree in computer science, Information Technology, Business Administration, or related field.
• 14 years of IT project management experience, with experience delivering 2-3 end-to-end ITSM implementations in ServiceNow.
• PMP, ITIL, or ServiceNow certifications preferred.
• Experience in US public sector or government projects is a plus.