ServiceNow Project Manager

TTEC Digital is seeking a skilled and motivated ServiceNow Project Manager to join our technology consulting delivery team in the Philippines. This role is ideal for a junior to mid-level project manager who has managed ServiceNow implementations across modules such as ITSM, ITOM, SCM, FSM, HR Service Delivery, and GRC, and who is ready to take full ownership of delivery execution on client engagements.

• Lead the day-to-day delivery of ServiceNow implementation and consulting projects across various modules.

• Develop and manage project plans, timelines, milestones, and key deliverables.

• Coordinate project teams using Agile, Waterfall, or Hybrid methodologies.

• Monitor project progress, budgets, resources, and forecasts to ensure successful delivery.

• Identify and manage project risks, issues, dependencies, and scope changes.

• Partner with stakeholders and clients to provide regular updates, status reports, and recommendations.

• Facilitate project meetings, planning sessions, and governance activities.

• Coordinate cross-functional teams including consultants, developers, architects, business analysts, QA, and client stakeholders.

• Support testing, deployment, go-live activities, and post-implementation transitions.

• Drive project success by removing blockers, maintaining delivery quality, and ensuring customer satisfaction.

• Contribute to project closure activities, including lessons learned, financial reconciliation, and handoff to ongoing support teams.

• 3 to 6 years of project management, technology delivery, or professional services experience, preferably in a consulting or client-facing environment.

• Experience managing ServiceNow projects, or comparable enterprise platform implementations, using Agile and Hybrid Agile methodologies.

• Familiarity with the NowCreate methodology for ServiceNow implementations.

• Experience developing and managing project schedules, resource plans, milestones, dependencies, and delivery forecasts.

• Experience managing project budgets using labour hours, resource forecasts, burn rates, and estimate-to-complete, and identifying variances before a project exceeds planned hours.

• Working understanding of scope management and change-control processes, and of Statements of Work, assumptions, deliverables, and contractual commitments.

• Experience managing risks, assumptions, issues, dependencies, and mitigation plans.

• Experience coordinating cross-functional delivery teams made up of functional and technical resources.

• Experience producing and presenting project status reports to client and internal stakeholders.

• Proficiency with project management tools including Microsoft Project, Excel, and Word, and with ServiceNow SPM / PPM (ITBM).

• Strong written and verbal English communication skills, including the ability to raise project challenges clearly and objectively.

• Strong organizational skills, with the ability to manage multiple priorities, dependencies, and workstreams at once.

• Ability to operate effectively within globally distributed delivery teams, with reliable overlap into North American business hours.

• A Bachelor's degree or equivalent practical experience.

• Hands-on delivery experience with ServiceNow modules such as ITSM, ITOM, SCM, FSM, HR Service Delivery, and GRC.

• Experience delivering enterprise ITSM, CRM, or CX implementations in a consulting or systems-integration setting.

• Strong problem-solving, negotiation, and conflict-resolution skills, and the ability to build productive relationships with clients, delivery teams, account leadership, and third-party partners.

• A proactive, collaborative attitude and a track record of taking ownership without waiting to be asked.

Professional certifications are strongly valued and include:

• ServiceNow Certified System Administrator (CSA).

• ITIL v3 or ITIL 4 Foundation.

• Project Management Professional (PMP) or Certified Associate in Project Management (CAPM).

• Certified ScrumMaster (CSM) or PMI Agile Certified Practitioner (PMI-ACP).

• SAFe certifications, or other recognized project management, Agile, or delivery management credentials.