Technical Project Manager

Role Overview

• Lead delivery of ServiceNow implementations, coordinating across planning, design, configuration, testing, and go-live phases
• Translate service management processes into structured project plans, milestones, and deliverables
• Coordinate build and configuration activities across platform, engineering, and vendor teams
• Support onboarding of new departments and services into the ServiceNow platform, including Legal, Risk, Accounting, and other business units
• Drive expansion of Service Management capabilities beyond IT into enterprise workflows
• Lead initiatives that drive adoption of technical services, tools, and service delivery capabilities across the organization
• Support the evolution of service delivery models, ensuring alignment with business needs and operational scalability
• Identify opportunities to standardize, improve, and expand service management practices across teams
• Lead end-to-end delivery of cross-functional technology projects, ensuring alignment to scope, schedule, budget, and outcomes
• Proactively manage risks, issues, and dependencies to ensure predictable delivery
• Apply consistent project management practices across a portfolio of initiatives
• Partner with T&I teams and business stakeholders to define project scope, requirements, and success criteria
• Facilitate alignment across ITSM, Product, Infrastructure, Operations, and business teams
• Provide clear communication on project status, risks, and outcomes
• Coordinate service transition for new or enhanced services, including support models, SLAs, and knowledge transfer
• Partner with Service Delivery teams (L1/L2) to align intake, triage, escalation, and support workflows
• Support tracking of SLAs, KPIs, and adoption metrics to measure service performance and user experience
• Analyze trends and identify opportunities to improve service delivery effectiveness
• Drive continuous improvement through structured delivery practices and lessons learned
• Coordinate internal resources and external partners to ensure successful delivery of project outcomes
• Manage vendor performance, deliverables, and escalations as needed

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Project Management, or a related field (or equivalent experience)
• 7+ years of experience leading cross-functional technology projects in a Technical Project Manager or similar role
• Experience delivering or supporting ServiceNow implementations or similar platforms
• Proficiency in project management methodologies and tools (e.g., Agile, Waterfall, Jira, MS Project, Smartsheet)
• Strong understanding of enterprise business processes and workflows
• Excellent communication, stakeholder management, and coordination skills
• Experience managing vendors and external partners.

Tech Stack

• ITSM
• ServiceNow

Benefits

• Hybrid role with remote work and periodic in-person collaboration
• Occasional domestic travel, including visits to job sites or regional offices