ServiceNow Project Management Office

Job Description

Key Responsibilities:

Governance & Standards

• Define, implement, and maintain PMO frameworks, methodologies, tools, and templates across ServiceNow projects—spanning Agile, Waterfall, or hybrid approaches
• Lead the PMO Center of Excellence (PMCoE): own standardized processes, training, metrics, and performance reporting
  
  

Portfolio & Program Management

• Oversee multiple parallel ServiceNow projects, managing scope, schedule, budget, and resource alignment against organizational goals
• Facilitate demand-to-delivery processes using ServiceNow Strategic Portfolio Management (SPM), including intake, project prioritization, and benefit tracking
  
  

Execution & Delivery Oversight

• Lead implementation of enterprise-critical ServiceNow modules—such as IT Service Management (ITSM), Project Portfolio Management (PPM)/SPM, Asset Management, etc.—ensuring delivery quality, consistency, and alignment with technical and business requirements
• Monitor risks, issues, dependencies, and inter-project coordination; implement mitigation strategies and ensure timely escalation
  
  

Financial & Performance Management

• Establish and manage project budgets, track financial performance, and report variance; deliver regular forecasts and accrual analysis
• Use metrics, dashboards, and data-driven analysis to assess project health and drive continuous improvement across the PMO
  
  

Process Improvement

• Identify opportunities for process improvements and operational efficiencies within IT
• Apply Lean, Six Sigma, or other process improvement methodologies to drive continuous improvement
• Measure and report on the impact of transformation initiatives on IT performance
  
  

Stakeholder Engagement

• Build strong relationships with key stakeholders, including senior leadership, department heads, and external partners
• Facilitate workshops, meetings, and presentations to communicate transformation goals and progress
• Act as a liaison between IT and other business units to ensure alignment and collaboration
  
  

Performance Monitoring And Reporting

• Establish metrics and KPIs to track the success of IT transformation initiatives
• Regularly report on progress, outcomes, and lessons learned to senior leadership
• Adjust strategies and plans based on feedback and performance data
  
  

Qualifications

Education:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. Advanced degree (MBA, etc.) preferred
  
  

Experience

• 7+ years of experience in IT transformation, project management, or a related field
• Proven track record of leading successful IT transformation initiatives in a complex organizational environment
• Experience with change management and process improvement methodologies
  
  

Certifications

• Project Management Professional (PMP) or similar certification preferred
• ITIL certification is a plus
• Certifications in Lean, Six Sigma, or other process improvement methodologies are a plus
  
  

Skills

• Strong leadership and project management skills
• Excellent communication and interpersonal skills. - Ability to think strategically and execute methodically
• Strong analytical and problem-solving abilities
• Proficiency in project management and process improvement tools and methodologies
• Knowledge of ITIL, Agile, and other IT frameworks
• Ability to manage multiple projects and priorities simultaneously
  
  

Competencies

• Strategic thinking and planning
• Strong organizational and multitasking abilities
• Attention to detail and commitment to quality
• Ability to work effectively under pressure and meet tight deadlines
• Collaborative and team-oriented mindset
  
  

Working Conditions

Flexibility to work outside normal business hours to meet project deadlines or address critical issues.

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