ServiceNow Project Manager

Must Haves: Project management/delivery experience, fixed-price contract management experience, 2 to 3 ServiceNow implementationsProject Management & DeliveryOversee 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 ManagementHandle 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 ManagementServe 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 ManagementManage 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, & TrainingOversee 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. QualificationsTechnical & Functional SkillsStrong 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 SkillsExcellent 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 SkillsStrong 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.