ServiceNow Project Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a ServiceNow Project Manager based in the United States.

This role leads ServiceNow platform operations and delivery for a federal government environment, serving as the primary management point of accountability.
You will oversee delivery, staffing, priorities, performance, quality, risks, customer communications, transitions, and multi-vendor coordination.
The position requires balancing operational stability with releases, security activities, incidents, and evolving backlog demands.
You will coordinate cross-functional teams spanning platform operations, architecture, engineering, implementation, testing, and business analysis.
A key focus is maintaining measurable service performance, contractual commitments, delivery continuity, and evidence-based reporting.
You will also lead transitions, executive escalations, production governance, and customer-facing communications in a complex technology environment.
This is a full-time remote opportunity requiring U.S. citizenship and the ability to satisfy applicable federal background-investigation requirements.

• Serve as the primary management interface for task-order execution, coordinating Government, prime/subcontractor, and multi-vendor dependencies while respecting Government decision authority.
• Plan, prioritize, and direct work across ServiceNow platform operations, architecture, engineering, implementation, testing, and business-analysis functions.
• Balance urgent operational restoration with committed releases, security requirements, control deadlines, and prioritized backlog delivery.
• Own staffing activities, including onboarding, offboarding, backfill planning, leave and coverage management, key-personnel substitutions, and continuity of service.
• Manage demand and capacity using ServiceNow SPM or equivalent work-management practices, identifying when work represents standard fixed-price execution versus Government-directed surge requirements.
• Own service-performance governance, including SLA, KPI, and OPI calendars, source-data quality, dashboards, exceptions, dependencies, corrective actions, and performance validation.
• Maintain integrated schedules, milestones, sprint and release plans, risks, issues, decisions, actions, dependencies, and deliverables within ServiceNow.
• Ensure weekly, biweekly, monthly, quarterly, and release-related reporting is complete, accurate, traceable, and supported by operational evidence.
• Coordinate production control, release readiness, architecture and security governance, and cross-team decisions with technical and governance stakeholders.
• Lead incoming and outgoing service transitions, including transition plans, work breakdown structures, access and onboarding readiness, live-environment validation, knowledge transfer, documentation, and operational artifact migration.
• Track customer satisfaction, feature adoption, business value, platform maturity, and continuous-improvement outcomes, converting approved opportunities into prioritized work.
• Lead major-service communications and executive escalations by providing clear operating status, accountable owners, decision points, expected updates, and closure evidence.

Requirements

• 4+ years of project or program management experience, including leadership of complex technology delivery or operations teams.
• 3+ years of experience leading ServiceNow implementations, platform operations, or managed ServiceNow delivery within a multi-team environment.
• Demonstrated experience with Agile delivery methodologies, ServiceNow SPM or comparable work-management practices, service-level performance management, and fixed-price capacity planning.
• Proven ability to manage staffing, transitions, risks, issues, dependencies, release commitments, customer communications, and measurable service outcomes.
• Project management certification such as PMP or equivalent, where required by the applicable labor category.
• Agile/Scrum and DevOps certifications are strongly preferred.
• Strong executive communication, prioritization, negotiation, stakeholder management, and decision-making skills.
• Ability to operate effectively in complex, multi-vendor, and highly regulated environments.
• Experience with federal consulting or financial-regulatory environments is preferred.
• Experience operating ServiceNow within a multi-vendor enterprise environment is an advantage.
• Familiarity with ServiceNow-native SLA/KPI dashboards, constrained transition periods, and evidence-based contract performance reporting is preferred.
• U.S. citizenship is required.
• Must be able to satisfy High Risk IT background-investigation and sensitive-information requirements.

Benefits

• Salary range of $140,000–$160,000 USD, with actual compensation determined based on factors such as skills, experience, training, location, and benefits eligibility.
• Fully remote work opportunity.
• Comprehensive medical, dental, and vision insurance beginning the first month after joining.
• 401(k) plan with immediately vested employer contributions; no employee matching contribution is required.
• Generous paid time off policy.
• One additional paid wellness day per calendar year.
• Ten paid federal holidays.
• Pet insurance.
• Tuition reimbursement.
• Internal training programs and company-sponsored industry certifications.
• Team-building activities, community volunteering, wellness events, and other employee engagement activities.
• Quarterly headquarters days and family-focused events.
• Collaborative and supportive working environment.
• Reasonable workplace accommodations available in accordance with applicable accessibility requirements.