Project Management Principal - ESM

Program Management Principal –ESM

Primary Focus: ITAM / CMDB / Data‑Centric Programs

Background

JLL is seeking a Senior Technical Program Manager to lead complex, enterprise scale initiatives on the ServiceNow platform within the Enterprise Service Management (ESM) portfolio. The initial and primary assignment for this role will be oversight over delivery of delivery of ITAM/HAM/SAM, CMDB, and data centric programs, with future opportunity to support other ESM initiatives as platform maturity increases.

This role is designed for a Senior PgM who will oversee the work of multiple project managers, operate effectively with Enterprise Process Owners that are still maturing in ServiceNow platform literacy, and provide strong program governance, technical fluency, and disciplined risk management.

Key Responsibilities

Program & Delivery Leadership

• Lead the portfolio of ServiceNow ITAM/HAM/SAM, CMDB, and related integration programs, including audit driven initiatives.
• Establish and maintain integrated delivery plans across process, data, integrations, discovery, reporting, and enablement workstreams, accomplishing thru project managers and managing projects themselves.
• Own delivery velocity, dependency management, and milestone tracking across global teams.
  
  

Risk, Scope, and Governance

• Proactively manage delivery risk in data centric and audit exposed programs, including CMDB accuracy, reconciliation behavior, and integration dependencies.
• Enforce scope discipline and sequencing to prevent uncontrolled expansion before foundational maturity is achieved.
• Drive executive decision making through clear articulation of tradeoffs, risks, and impacts.
  
  

Stakeholder/Executive Management & EPO Enablement

• Drive structured stakeholder engagement across Leadership, Program Sponsors, Enterprise Process Owners, Operational Teams, Security, Infrastructure, and Business Owners.
• Partner closely with Enterprise Process Owners who may lack deep ServiceNow functional capability, translating business intent into executable delivery plans.
• Act as a stabilizing delivery layer between EPOs, architects, developers, and vendors.
• Support the evolution of EPO maturity over time through structured engagement and clear operating models.
• Manage executive alignment across AMER, EMEA, and APAC stakeholders operating in a global delivery model.
  
  

Platform & Program Integration Alignment

• Coordinate delivery across ServiceNow modules including ITOM, CMDB, ITAM, Vulnerability Response, and integrations with cloud, endpoint, security, and infrastructure tooling.
• Ensure alignment with broader platform strategy, roadmap sequencing, demand backlog, and architectural standards.
  
  

Documentation & Executive Communication

• Maintain high standards for program documentation, decision records, risk logs, and audit artifacts.
• Provide concise, executive ready status reporting and escalation.
• Ensure program outputs can withstand internal audit, external audit, and executive scrutiny.
  
  

Required Skills & Experience

• 7 years of technical program or project management experience in large-scale IT environments.
• Demonstrated leadership of ServiceNow HAM / SAM / ITAM / CMDB programs, including audit-driven and full lifecycle implementations, or heavily integrated data platforms.
• Strong understanding of integrations, discovery, reconciliation concepts, and audit driven delivery (hands on configuration not required).
• Proven experience delivering highly complex solutions with OOTB core functionality even when focused modules exist, designing governance and controls on the ServiceNow core platform.
• Proven ability to operate effectively in environments with evolving functional ownership and platform maturity.
• Advanced executive communication, including delivery risk escalation and scope trade-off and de-scoping decisions.
• Experience managing global, cross-functional teams across multiple time zones.
  
  

Preferred Qualifications

• Strong background in discovery, Service Graph Connectors and Spokes, custom integrations, and CMDB data quality management.
• Experience delivering audit sensitive or compliance driven programs.
• Exposure to ServiceNow ITAM, CMDB, ITOM, or Security integrations.
• Understanding of infrastructure and application mapping/discovery tools.
• Experience in regulated or audit-heavy enterprise environments (real estate, financial services, public sector).
• PMP, CSM, or equivalent certification.
  
  

Personal Attributes

• Calm, authoritative leadership under delivery pressure.
• Confident decision maker with strong delivery ownership.
• Exceptional attention to detail and follow-through.
• Strong organizational skills with ability to manage multiple complex workstreams.
• Adaptability to changing priorities in a complex enterprise matrixed environment.
• Proactive risk manager who escalates early and clearly.
• Ability to challenge unrealistic expectations with data and clarity.
  
  

Work Environment / Engagement Model

• 40 hours per week.
• Remote, supporting global time zones (primary alignment to US Central Time).

• Global team distribution includes:
• EMEA HQ in London, UK (9am-5pm BST)
• APAC HQ in Singapore (flexible to support US/UK)
• Major support office in Bangalore, India (flexible to support US/UK)
• ServiceNow Platform Dev Ops team in India (12pm-9pm IST)
• ServiceNow Platform Architects across all US time zones
• ServiceNow Enterprise Process Owners primarily in US and UK, with presence throughout EMEA and APAC
• ServiceNow platform operating on Yokohama, CSDM 4.0. Upcoming mid-year upgrade to Australia.