ServiceNow Technical Project Manager

Role Overview:

We are seeking a dynamic Project Manager to oversee multiple client accounts, ensuring successful delivery of ServiceNow ITSM and non-ITSM projects. This role is highly managerial and requires strong client engagement, portfolio oversight, and growth focus. The ideal candidate will have experience managing diverse project types, building trusted relationships with stakeholders, and driving expansion within existing accounts. Familiarity with Datadog, NOC operations, or FinOps is considered a plus.

Key Responsibilities:

1. Multi-Account & Portfolio Management

• Manage several client accounts and projects simultaneously across ITSM and non-ITSM domains.
• Lead planning, execution, and governance, ensuring projects meet timelines, budgets, and quality expectations.
• Prioritize work across accounts and ensure efficient resource allocation.

2. Client Relationship & Growth

• Act as a trusted advisor to clients, understanding their goals, challenges, and growth areas.
• Identify upsell and cross-sell opportunities for ServiceNow, monitoring, or other service offerings.
• Partner with sales and leadership to develop account growth plans and expand service portfolios.

3. Cross-Portfolio Project Leadership

• Drive delivery of ITSM processes (incident, problem, change, knowledge) while also managing non-ITSM initiatives such as integrations, operational improvements, or custom solutions.
• Ensure seamless collaboration between technical teams and business stakeholders.
• Monitor service adoption and project ROI to ensure value creation.

4. Operational & Strategic Excellence

• Oversee governance, reporting, and performance reviews across all accounts.
• Use insights from monitoring tools (e.g., Datadog) and operational practices (NOC, FinOps) to enhance efficiency and reduce costs.
• Maintain documentation and promote continuous improvement in delivery practices.

Required Skills & Qualifications:

• Education: Bachelor’s degree in Business, IT, or related field.

Experience:

• 6–10 years of project/program management experience, handling multiple accounts.
• Proven record of delivering ITSM and non-ITSM projects.
• Strong focus on client satisfaction, retention, and growth.

Preferred Knowledge:

• Familiarity with ServiceNow, Datadog, NOC operations, and/or FinOps.
• Experience working across diverse industries or service portfolios.

Certifications: PMP/PRINCE2, ITIL Foundation, or equivalent preferred.

Skills:

• Excellent communication, leadership, and stakeholder engagement skills.
• Strong business acumen and ability to identify new opportunities.
• Ability to balance multiple priorities in a fast-paced environment.