Senior Technical Project Manager- CRM

ServiceNow is a global market leader in innovative AI-enhanced technology, seeking an experienced Technical Project Manager for their NowNext CRM Execution Team. The role involves leading the planning, execution, and delivery of complex CRM implementations, ensuring projects align with customer goals and are delivered on time and within scope.

Responsibilities:

• Lead end-to-end delivery of NowNext CRM projects, ensuring alignment with customer goals, technical requirements, and best practices
• Develop and maintain project plans, schedules, risk registers, RAID logs, and communication strategies
• Serve as the primary point of contact for customers, providing clear status updates, issue resolution, and escalation management
• Coordinate cross-functional delivery teams including internal consultants, partner resources, and customer stakeholders
• Manage project budgets, forecasts, and resource allocation to ensure efficiency and cost-effectiveness
• Facilitate technical and business discussions to translate requirements into actionable workstreams across sales, CPQ/CLM, order management, service, field service, and AI agents
• Ensure adherence to ServiceNow delivery methodologies (NowCreate, Rapid Development) while incorporating agile and hybrid approaches as appropriate
• Drive AI-first delivery by prioritizing agentic AI use cases (e.g., case deflection, guided selling, contract AI) and reporting on outcomes
• Capture lessons learned and contribute to continuous improvement of delivery playbooks and methodologies

Requirements:

• 5+ years of project management experience delivering enterprise SaaS or CRM/Industry solutions
• Proven track record managing multi-workstream technical implementations with large, complex enterprises
• Strong understanding of CRM and industry workflows such as lead-to-cash, customer service management, CPQ/CLM, and field service
• Experience delivering projects on at least one major CRM/workflow platform: ServiceNow (preferred, training provided for cross-platform candidates), Salesforce Sales/Service/CPQ, Pega CRM/Case Management, Microsoft Dynamics, Oracle CX, or SAP CX (also valued)
• Proficiency in project management tools (e.g., ServiceNow's SPM, MS Project, Smartsheet, Jira) and methodologies (Agile, Hybrid, Waterfall)
• Excellent communication, negotiation, and stakeholder management skills, with experience engaging C-level executives
• Experience managing third-party/partner resources in delivery engagements
• ServiceNow Certified System Administrator (CSA) required within 90 days of hire
• Familiarity with NowCreate and ServiceNow delivery methodologies required within first 6 months
• A CIS certification (CSM, FSM, or Sales) is strongly encouraged within the first year to ensure effective governance of CRM delivery
• ServiceNow project experience, particularly in Customer & Industry Workflows
• Certifications: ServiceNow CSA/CIS, Salesforce Admin/Cloud/CPQ Specialist, Pega CSA/CSSA, or PMP/Prince2/SAFe
• Familiarity with NowCreate methodology and ServiceNow's Expert Services ecosystem
• Technical background or the ability to engage in solution design discussions
• Industry expertise in telecom, financial services, insurance, or public sector (our lighthouse verticals)