ServiceNow Project Manager

NetImpact Strategies delivers digital transformation and technology solutions for the Federal Government. The ServiceNow Delivery / Project Manager leads a ServiceNow Platform Operations team, managing delivery, staffing, priorities, performance, quality, risk, customer communications, transitions, and multi-vendor coordination.

Responsibilities:

• Serve as the primary management interface for task-order execution and coordinate Government, prime/subcontractor, and multi-vendor delivery dependencies without displacing Government decision authority
• Plan, prioritize, and direct work across platform operations, architecture, engineering, implementation, testing, and business-analysis lanes so urgent restoration and committed delivery can proceed concurrently
• Own staffing, onboarding, offboarding, backfill, leave/coverage planning, key-personnel substitution coordination, background-processing visibility, and continuity of the full service window
• Manage demand and capacity in ServiceNow SPM, balancing service/security restoration, committed releases and control deadlines, and the highest-value prioritized backlog; identify when work is routine FFP execution versus Government-directed surge
• Own service-performance governance, including SLA/KPI/OPI calendars, source-data quality, dashboards, exceptions/dependencies, corrective actions, and burn-in validation so reported performance is traceable to operating records
• Maintain integrated schedules, milestones, sprint/release plans, risks, issues, decisions, actions, dependencies, and deliverables in ServiceNow; ensure weekly, biweekly, monthly, quarterly, and release-driven reporting is complete and evidence based
• Coordinate production control, release readiness, architecture/security governance, and cross-team decisions with the CTA, Platform Operations Lead, product teams, technical monitors, and designated governance bodies
• Lead incoming and outgoing transition, including transition plans, WBS, access and onboarding readiness, live-environment validation, artifact/knowledge capture, risk mitigation, and transfer of documentation, scripts, accounts, metrics, and operational knowledge without material interruption
• Track customer satisfaction, feature adoption, business value, platform maturity, and improvement outcomes; convert approved improvement opportunities into prioritized, owned work
• Lead major-service communications and executive escalation, ensuring the Agency receives a clear operating picture, accountable owners, decision points, expected next update, and closure evidence

Requirements:

• Four or more years of project/program management experience, including leadership of complex technology delivery or operations teams
• At least three years leading ServiceNow implementations, platform operations, or managed ServiceNow delivery in a multi-team environment
• Demonstrated experience with Agile delivery, ServiceNow SPM or equivalent work-management practices, service-level performance management, and fixed-price capacity planning
• Demonstrated experience managing staffing, transitions, risks/issues/dependencies, release commitments, customer communications, and measurable service outcomes
• Project-management certification such as PMP or equivalent required where mandated by the applicable labor category
• Strong executive communication, prioritization, negotiation, and decision-management skills
• U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements
• Agile/Scrum and DevOps credentials are strongly preferred
• Federal consulting or financial-regulatory experience
• Experience operating ServiceNow in a multi-vendor enterprise environment
• Experience with ServiceNow-native SLA/KPI dashboards, transition under constrained incumbent overlap, and evidence-based contract performance reporting