Senior ServiceNow Project Manager

Role Description

The Senior ServiceNow Project Manager leads high-impact ServiceNow implementations from planning through successful completion. This role requires a proactive, adaptable problem-solver who thrives under tight deadlines, manages multiple complex projects simultaneously, and builds effective collaboration across technical and business teams.

The successful candidate combines disciplined project management with the agility to navigate shifting priorities. The role translates technical requirements into business outcomes, identifies risks before they become issues, and develops scalable delivery processes. Candidates should have experience managing ServiceNow engagements and understand the ServiceNow Now core methodology.

Key Responsibilities

• Project Leadership & Execution
  • Lead the execution of multiple concurrent ServiceNow implementation projects, ensuring deliverables meet quality and timeline expectations.
  • Maintain a sense of urgency while balancing competing priorities in a high-growth, rapidly changing environment.
  • Proactively identify project risks, dependencies, and roadblocks, and establish clear mitigation strategies.
  • Oversee Statements of Work (SOWs), project financials, contract revisions, and compliance requirements in alignment with business objectives.
  • Partner with peers to improve processes, tools, and delivery methodologies that strengthen team scalability and efficiency.
• Collaboration & Stakeholder Engagement
  • Serve as a trusted advisor to cross-functional teams, aligning technical teams, business stakeholders, and leadership.
  • Partner with the ServiceNow Project Management Lead to support consistency in execution, reporting, and strategic decision-making.
  • Act as a liaison among technical teams, business users, and executive leadership, translating complex technical concepts into actionable business strategies.
  • Foster a collaborative environment in which stakeholders remain informed, aligned, and engaged throughout the project lifecycle.
• Operational & Process Optimization
  • Lead teams using Agile and Scrum methodologies, including sprint planning, execution, and retrospective improvement.
  • Apply resource-management best practices so the right people are focused on the right priorities at the right time.
  • Maintain and improve programmatic and technical documentation to support transparency, accountability, and knowledge sharing.
  • Ensure legal and regulatory documents are filed correctly and applicable laws and regulations are followed.
• Team Leadership & Culture
  • Set clear performance goals and reinforce accountability across project teams to ensure milestones are met.
  • Establish a structured communication cadence, including weekly status meetings, project updates, and executive reporting.
  • Promote an inclusive, collaborative, high-performance culture in which team members feel empowered and supported.
  • Use feedback mechanisms, including retrospectives, one-on-one meetings, pulse surveys, and lessons learned, to improve team dynamics and project execution.

Qualifications

• Project Management Professional (PMP) certification.
• Agile or Scrum Master certification.
• Three to five years of experience leading complex IT projects in high-growth or fast-paced environments.
• One to three years of ServiceNow project management experience, with a record of successful implementations.
• Demonstrated ability to manage high-stakes projects with tight deadlines, multiple dependencies, aggressive timelines, and demanding clients.
• Strong financial-management capabilities, including budget tracking, forecasting, and SOW management.
• Excellent interpersonal, leadership, and communication skills, supported by a proactive problem-solving mindset.
• Ability to translate technical concepts into actionable business strategies.
• Ability to build consensus and cultivate strong relationships among managers, partners, and customers.
• Experience working in a high-visibility role with executive leadership and cross-functional teams.
• Solid understanding of the ServiceNow platform and its applications.
• Experience managing cross-functional teams with diverse skill sets.
• Ability to mentor junior project managers and team members in support of professional growth and operational excellence.

Preferred Qualifications

• Six or more years of experience in a supervisory or leadership role.
• Three or more years of hands-on ServiceNow project management experience.
• Eight or more years of project management experience in consulting, IT services, or enterprise technology environments.
• Background in change management and stakeholder engagement.
• Experience in an organization where rapid decision-making and operational agility were essential to success.

Benefits

• Work in a fast-moving, high-impact environment where your leadership directly influences organizational success.
• Lead challenging enterprise ServiceNow projects that require strategic thinking, technical expertise, and strong leadership.
• Join a rapidly growing ServiceNow practice recognized as a 2024, 2025, & 2026 ServiceNow Partner of the Year, and collaborate with accomplished industry experts and a high-performance team.
• Pursue meaningful career-growth opportunities as CRI Advantage expands and develops its ServiceNow division.
• Experience an inclusive, supportive leadership culture that values collaboration, innovation, and professional development.
• Enjoy a flexible, remote work environment while delivering results in a high-performance culture.