ServiceNow CSM Engineer

The IT Project Manager will lead and oversee enterprise technology initiatives within the Global Commercial Systems PMO, with a focus on complex, cross-regional programs such as unified commerce platforms, multi-market ERP (Oracle) and EDI integrations, CRM/CLM deployments and enhancements, cloud migrations, and service reliability improvements. The role emphasizes end-to-end delivery-from planning through stabilization-ensuring alignment to strategic objectives and measurable outcomes. Reporting to the Senior Manager, Global Commercial Systems PMO, this role supports global systems delivery across the Americas, Asia Pacific, and EMEA and partners closely with the Global Commercial Operations and Engineering/Platform teams to ensure the data, processes, and systems are in place to support reliable, scalable business operations. The job holder will play an active role in maintaining alignment across the organization globally.

About you: We are seeking someone who has led multiple concurrent global enterprise IT programs-spanning platform engineering, integrations, incident and release management, and Agile delivery-ideally including initiatives such as ecommerce, CRM/CLM, and global ERP/EDI rollouts.

Essential Functions & Accountabilities:

• Project Leadership, Planning and Execution: Lead and manage multiple enterprise IT projects from initiation through transition to BAU, ensuring alignment to strategic goals and value delivery. Develop detailed project plans covering scope, objectives, timelines, resources, and budgets; forecast and manage variances using appropriate lifecycles (Agile, Waterfall, hybrid). Apply best practice governance across risk, resource, dependency, benefits, and financial management to deliver outcomes on time and to budget.
• Technical Program Delivery & Platform Operations: Orchestrate cross functional delivery for programs such as Unified Commerce, multi region Oracle ERP and EDI integrations, and CRM/CLM platform workstreams; align business goals with engineering execution and platform scalability. Enforce SDLC governance, including release discipline, quality gates, and traceability from backlog to deployment.
• Process Improvement Leadership & Optimization: Facilitate workshops with Business Analysts and technical leads to elicit requirements, identify process inefficiencies, and design pragmatic improvements spanning deployment pipelines, integrations, and support processes. Lead cross functional teams to implement solutions that improve throughput, stability, and time to value across regions.
• Stakeholder Management: Map stakeholder needs and execute management and communication plans that provide timely, transparent status, risks, and decision logs across leadership, engineering, and regional business teams. Coordinate with Engineering, QA, Platform/Operations, Security, Data, and GCO teams to unblock dependencies and drive delivery.
• Benefit Management & Performance Monitoring: Define success criteria and KPIs (e.g., cycle time, deployment success rate, incident MTTR, business adoption metrics) and track benefits realization for each release/train. Monitor progress with an emphasis on critical path items that deliver expected benefits; adjust plans proactively to achieve objectives. Conduct post implementation reviews to capture lessons learned and feed continuous improvement.
• Change & Release Management: Govern change across environments using ServiceNow workflows (CAB, SDLC), coordinate release calendars and readiness reviews, and mitigate risks to ensure smooth, controlled deployments across markets. Report change impacts and readiness to GCO and GCX PMO leadership, ensuring stakeholder alignment throughout the lifecycle.
• Documentation and Reporting: Maintain comprehensive project artifacts-charters, plans, RAID logs, decision records, change requests, and transition to support packages-in line with PMO governance. Prepare and present clear, compelling updates and recommendations to senior leadership and stakeholders at all levels.
• Training and Development: Promote continuous improvement through lessons learned, template/process enhancements, and knowledge sharing across global teams.

Travel Requirements: This is a global role and as such travel is occasionally required internationally and sometimes domestically for project meetings and workshops. On average this is around 5-10% of the role but can vary depending on the projects assigned.

Qualifications, Knowledge, Skills and Abilities:

• Strong analytical and problem solving skills; ability to think critically and use data to guide decisions.
• Excellent communication and interpersonal skills; proven ability to influence across cultures and seniority levels.
• Advanced project/program management skills, including governance across Agile/Waterfall/hybrid lifecycles; proficiency with Azure DevOps, JIRA, Planview AdaptiveWork, and ServiceNow (change/incident/release/SDLC), plus SharePoint and MS Office. Hands on experience coordinating integrations and operations across third party enterprise systems used by Global Commercial Systems and adjacent teams, including (examples):
• Auth0/Okta
• Conga CLM
• Oracle ERP
• Salesforce CRM
• Salesforce Data Cloud
• Veeva, including PromoMats

For applications and inquiries, contact:View email address on us.fitly.work