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Introduction

We are looking for a seasoned ServiceNow Program/Project Manager to lead complex ServiceNow engagements across enterprise clients. This role combines delivery leadership, client relationship management, financial accountability, and Agile/Scrum mastery. The ideal candidate will have deep experience with ServiceNow implementations and will serve as a trusted advisor and delivery leader across multiple workstreams.

Your role and responsibilities

* Project management office lead ensuring all projects are running in hitting milestones and good quality deliverables.

* Raise issue/risk as needed; escalate if required to.

* Facilitate daily stand-ups and support the team in following the Scrum delivery process and making sure the implementation is in accordance to ServiceNow implementation best practice

* Handle traditional project management duties including but not limited to: scope definition, staffing, communication of status to clients and partners, and risk/issue management.

* Understand the goals and align the deliverables accordingly.

* Be the single point of contact to encourage collaboration and customer agreement on proposed solutions.

* Ensure quality expectations are defined and known across the team. Collaborate with the team in scheduling work, including defect remediation and refactoring, guarding against the accumulation of technical debt.

* This job can be performed from anywhere in the US.

Required technical and professional expertise

* 8+ years of experience in managing/leading ServiceNow implementations.

* Strong project management skills.

* Strong ITIL and agile experience.

* Strong verbal and written communication skills, problem-solving skills, attention to detail, and interpersonal skills.

* Ability to work independently and manage one’s time.

* Creativity with comfort running projects independently.

* Knowledge of business and management principles involved in strategic planning, resource allocation, and production methods.

* Experience driving complex issues through analysis and resolution.

* Experience working collaboratively.

Preferred technical and professional experience

* Bachelor’s degree in computer science, Information Technology, or related field.

* Strong understanding of ITIL processes and enterprise IT operations.

* Complex Program Management Training & Experience

* Excellent communication, problem-solving, and stakeholder management skills.

* Background in security architecture, compliance frameworks, and data governance.

* Previous consulting or client-facing experience.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.