5+ years as a project manager in enterprise IT implementations
Minimum 3 years leading ServiceNow implementations
Hands-on knowledge of ServiceNow platform architecture and agile features
Experience as the primary client contact on federal IT contracts
Ability to coordinate cross-functional teams across multiple workstreams
Proven track record in process improvement and data integrity initiatives
Excellent communication skills, including executive-level presentations
Responsibilities
Lead ServiceNow implementation programs with a focus on on-platform execution
Utilize ServiceNow for backlog and sprint management across multiple workstreams
Configure program dashboards and reporting to identify risks and improvement opportunities
Oversee contract compliance and service quality standards
Monitor program performance to align with client objectives and mitigate risks
Serve as primary client liaison, coordinating communication between all stakeholders
Manage multiple vendors and supervise contractor performance across tasks
Benefits
Comprehensive training and development programs
Flexible work arrangements
Opportunity for career advancement within a growing team
Access to the latest ServiceNow tools and technology
Engagement in impactful federal projects that improve public services
Full Job Description
Description
OVERVIEW
This individual will serve as the primary client-facing lead, accountable for driving discovery, aligning stakeholders, and ensuring high-quality, actionable outputs that enable downstream implementation.
ROLES AND RESPONSIBILITIES
Lead ServiceNow implementation programs leveraging native platform capabilities for project tracking, sprint management, and delivery governance keeping execution on-platform rather than in off-platform tools
Utilize ServiceNow to manage backlogs, sprints, stories, and release planning across concurrent workstreams
Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities
Oversee all contract administration to ensure full compliance with deliverables, terms and conditions, service quality standards, and applicable federal government rules, regulations, and industry standards
Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order deliverables on schedule and within scope and budget
Monitor program performance, costs, scope, and schedules to meet program and client objectives; identify, escalate, and mitigate risks proactively
Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities
Serve as the authorized client interface and primary point of accountability - acting as liaison between the client, oversight manager, technical monitor, and all support services across functional business and technology offices
Manage multiple vendors and subcontractors simultaneously across projects and operations and maintenance workstreams; supervise contractor personnel including performance feedback and day-to-day task direction
Own all program reporting including SLA performance, financial status, and staffing; manage contractor onboarding and offboarding and ensure timely access provisioning and clearance coordination
Advise and engage the client on key operational and strategic priorities, providing advisory support for complex challenges and ensuring on-time delivery of high-quality work products
Build strong relationships with stakeholders
Ensure deliverables are clear, actionable, and implementation-ready
Coordinate and lead cross-functional teams of architects, analysts, developers, and designers across multiple workstreams; facilitate sprint ceremonies, technical reviews, and stakeholder working sessions
Manage dependencies, risks, and issues across workstreams - escalating appropriately, driving resolution, and mentoring team members on agile practices and federal delivery norms
Delegate and manage workstreams while ensuring consistency and quality
Review and refine deliverables produced by supporting team members
Other duties as assigned
MINIMUM QUALIFICATIONS
5+ years of experience as a project manager leading enterprise IT implementations
Minimum of 3 years demonstrated experience in leading ServiceNow implementations.
Hands-on working knowledge of the ServiceNow platform, including understanding of platform architecture, module interdependencies, and native project/agile features
Proven ability to serve as the primary client point of contact on a federal IT contract, managing task order execution and program delivery accountability
Experience coordinating cross-functional delivery teams including architects, developers, analysts, and designers across multiple concurrent workstreams
Demonstrated experience in prioritizing and managing process improvement initiatives aimed at increasing data integrity, reporting capability, and process efficiency.
Experience working with multiple stakeholders across business and IT
Excellent communication skills, including executive-level presentation ability
Experience owning program-level reporting including SLA performance tracking, financial reporting, and staffing status
Experience supporting DevSecOps practices within a federal IT delivery context, including CI/CD pipeline awareness and IT security and compliance requirements
Strong direct client communication skills with the ability to present complex technical concepts to non-technical audiences
Experience developing dashboards and reporting within the ServiceNow platform
Familiarity with federal IT environments, federal acquisition regulations, and government IT security requirements
EDUCATION AND CERTIFICATIONS
Bachelor's degree
Project Management Professional (PMP)
PREFERRED QUALIFICATIONS
ServiceNow Micro Certifications in Performance Analytics, Agile, and Test Management.
ServiceNow CSA
Experience in multi-entity or federated operating models
SECURITY CLEARANCE
Ability to obtain and maintain public trust clearance
Pursuant to government contracts, US Citizenship is required
