Job Summary

Engagement Manager/Project Manager will oversee end to end delivery of ServiceNow ITOM initiatives in a hybrid work model coordinating cross functional teams to achieve high quality outcomes on time and within budget while enhancing operational resilience and service reliability through structured project governance and continuous stakeholder engagement.

Responsibilities

• Lead complex ServiceNow ITOM projects from initiation through closure by defining clear scope realistic timelines budget constraints and success criteria that align with enterprise technology strategies and business value expectations.
• Oversee integrated project planning across hybrid work locations by organizing activities resources and dependencies in a structured roadmap that supports reliable day shift execution without travel requirements.
• Manage day to day project activities by tracking milestones resolving delivery bottlenecks and coordinating ServiceNow ITOM specialists to ensure consistent progress toward stable and performant operations management solutions.
• Drive effective stakeholder communication by providing transparent status updates risk visibility and expectation alignment so business partners understand project impacts on service reliability and operational efficiency.
• Coordinate requirements gathering with process owners and technical teams to translate infrastructure and operations needs into actionable ServiceNow ITOM configurations that improve monitoring automation and incident prevention.
• Guide configuration and rollout of ServiceNow ITOM capabilities such as discovery and event management by facilitating detailed implementation plans that reduce service disruptions and improve observability of critical systems.
• Monitor project risks and issues by maintaining an updated risk register organizing timely mitigation actions and escalating critical items so potential delivery delays or quality concerns are addressed before impacting production environments.
• Ensure adherence to organizational governance and compliance frameworks by applying standardized project management practices that support audit readiness data integrity and responsible use of operations management tooling.
• Collaborate with cross functional teams including infrastructure operations security and application owners to coordinate dependencies that allow ServiceNow ITOM solutions to integrate seamlessly with existing tools and processes.
• Promote continuous improvement in project delivery by analyzing lessons learned refining planning approaches and sharing best practices that elevate overall maturity of ServiceNow based operations management initiatives.
• Provide detailed progress reports and dashboards to senior stakeholders by summarizing achievements upcoming milestones and resource needs so decisions are data driven and aligned with strategic objectives.
• Align project execution with day shift scheduling in a hybrid work model by organizing ceremonies and checkpoints that maximize productivity while supporting flexibility and maintaining strong team collaboration.
• Support user readiness and adoption by coordinating training sessions documentation and post deployment assistance that help operations teams effectively use ServiceNow ITOM capabilities for proactive service management.

Qualifications

• Demonstrate eight to twelve years of professional project management experience with significant exposure to enterprise technology initiatives and structured delivery practices.
• Possess strong hands on experience managing ServiceNow ITOM projects with proven ability to coordinate discovery event management and related modules for large scale environments.
• Bring solid expertise in standard project management methodologies and tools enabling disciplined scheduling risk tracking and progress reporting for complex technical programs.
• Show proficiency in collaborating with infrastructure and operations teams to translate technical requirements into clear project deliverables that improve monitoring and incident response outcomes.
• Exhibit strong communication and stakeholder management skills that support clear expectation setting conflict resolution and sustained engagement across business and technology groups.
• Display ability to work effectively in a hybrid work arrangement within day shift constraints using virtual collaboration tools to maintain productivity and team cohesion.