Senior Project Manager - ITSM / ServiceNowLocation: Hybrid - New York City, NY (Wednesday/Thursday onsite)
Travel: Bi-weekly travel acceptable for non-local candidates
Experience Required: 14-20 years
Compensation: Target Base: $145,000-$165,000 + bonuses
Role OverviewWe are seeking a highly experienced Senior Project Manager - ITSM / ServiceNow to lead enterprise-scale ServiceNow implementations within fixed-price consulting engagements. This role requires a confident delivery leader with deep expertise managing end-to-end ITSM implementations while balancing scope, budget, timelines, and stakeholder expectations in complex enterprise environments.
The ideal candidate will bring strong vendor-side consulting experience, exceptional client communication skills, and a proven ability to deliver successful ServiceNow programs across ITSM and adjacent modules.
Key ResponsibilitiesProgram Delivery & Governance- Lead end-to-end ServiceNow implementations in fixed-price delivery models.
- Manage delivery across ITSM, CMDB, ITAM, ITOM, and related ServiceNow modules.
- Own project planning, execution, governance, budgeting, risk management, and client communications.
- Ensure adherence to project milestones, financial controls, and contractual obligations.
Fixed-Price Delivery Management- Maintain strict control over project scope, deliverables, and acceptance criteria.
- Manage change requests, financial forecasting, burn rates, and project profitability.
- Identify and mitigate delivery risks, escalations, and resource constraints proactively.
Client Engagement- Serve as the primary client-facing delivery lead throughout the project lifecycle.
- Facilitate executive steering committee meetings, status reporting, and stakeholder communications.
- Lead requirement workshops and align business objectives with technical delivery.
Team Leadership- Manage large, cross-functional delivery teams across business, technical, QA, and operations functions.
- Coordinate offshore/onshore delivery models and vendor collaboration.
- Mentor project teams while driving accountability and delivery excellence.
Required Qualifications- 14-20 years of overall IT experience with at least 8 years leading enterprise projects as a Project Manager.
- Proven experience managing fixed-price projects from the vendor/consulting side.
- Successfully delivered 2-3 end-to-end ServiceNow ITSM implementations.
- Experience leading implementations involving:
- ITSM
- CMDB
- ITAM
- ITOM
- Custom ServiceNow workflows
- Strong IT Services & Consulting background.
- Deep understanding of Waterfall and Hybrid delivery methodologies.
- Strong stakeholder management, communication, and governance experience.
- PMP, ITIL, or ServiceNow certifications preferred.
- Bachelor's degree required.
Preferred Qualifications- Public sector or government project experience
- Experience managing geographically distributed teams
- Strong change management and organizational transformation experience
Interview Process- Virtual interview with Lead PM
- Virtual or onsite interview with Delivery Manager
- Final onsite interview with Hiring Manager
What Makes You Successful- Strong executive communication and stakeholder management skills
- High accountability and ownership mindset
- Ability to thrive in complex fixed-price delivery environments
- Strong operational discipline and financial management capability
- Confident leadership style aligned with consulting delivery excellence
