Job DescriptionRole SummaryThe Technical Project Manager (TPM) reports to the Technical Program Management Office and leads cross-functional technology projects that deliver measurable business outcomes across Technology & Innovation (T&I).
This role requires experience delivering ServiceNow implementations and will initially support the rollout of the ServiceNow platform. The TPM will play a key role in expanding Service Management capabilities across multiple departments, including Legal, Risk, Accounting, and other business functions.
Beyond the initial implementation, this role will drive the continued evolution and adoption of technical service delivery initiatives, ensuring scalable, consistent, and effective service management practices across the organization.
The TPM partners closely with ITSM process owners, platform/product teams, and Service Delivery leadership. While ITSM strategy and platform ownership remain with their respective teams, the TPM ensures successful execution, alignment, and delivery of initiatives.
Key Responsibilities ServiceNow Implementation & Expansion - 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.
Technical Service Adoption & Evolution - 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.
Project Delivery & Execution - 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.
Stakeholder Engagement & Alignment - 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.
Service Transition & Operational Readiness - 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.
Performance & Continuous Improvement - 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.
Vendor & Resource Coordination - Coordinate internal resources and external partners to ensure successful delivery of project outcomes.
- Manage vendor performance, deliverables, and escalations as needed.
Skills & Capabilities ServiceNow & Service Management Experience - Proven experience supporting or leading ServiceNow implementations or similar service management platforms.
- Understanding of IT service management concepts and their application across enterprise functions.
- Ability to coordinate Service Management expansion across multiple business domains (e.g., Legal, Risk, Finance).
Project Leadership & Execution - Strong experience leading cross-functional technology projects with a focus on execution and delivery.
- Ability to manage scope, timelines, risks, and dependencies in complex environments.
Stakeholder Engagement & Communication - Strong communication skills with the ability to engage technical and non-technical stakeholders.
Ability to drive alignment across diverse teams and functions.
Technical Fluency - Understanding of enterprise applications, SaaS platforms, integrations, and cloud environments.
- Ability to work effectively with technical teams without requiring hands-on configuration ownership.
Change & Adoption Support - Experience supporting organizational change, including communication, training, and adoption of new tools and processes.
- Ability to drive adoption of service delivery capabilities across business and technical teams.
Problem Solving & Adaptability - Strong analytical and problem-solving skills with the ability to anticipate and resolve issues.
Adaptable across delivery methodologies (Agile, Waterfall, Hybrid).
Qualifications Required - 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.
Preferred - Experience expanding Service Management capabilities beyond IT into enterprise functions.
- Familiarity with ITIL concepts and service management practices.
- Experience working in environments with field or operations-based teams.
- Project Management certification (PMP, PMI-ACP, or CAPM).
Work Conditions Hybrid role with remote work and periodic in-person collaboration.
Occasional domestic travel, including visits to job sites or regional offices.
Why This Role This role offers the opportunity to lead the implementation and expansion of ServiceNow as a core enterprise platform while driving the broader adoption of technical service delivery capabilities across the organization. It is ideal for a project manager who thrives in complex, cross-functional environments and enjoys scaling impactful technology initiatives.
