ServiceNow Project Manager (372

OVERVIEW

iTech AG is seeking an experienced Project Manager to lead delivery of Service Now solutions in support of a federal client program. This role requires hands‑on experience working within Service Now implementations and enhancements, with a strong understanding of platform capabilities and Agile delivery methodologies.

This individual will serve as the primary client‑facing lead, accountable for driving discovery, aligning stakeholders, and ensuring high‑quality, actionable outputs that enable downstream implementation.

• Lead Service Now implementation programs leveraging native platform capabilities for project tracking, sprint management, and delivery governance keeping execution on‑platform rather than in off‑platform tools
• Utilize Service Now to manage backlogs, sprints, stories, and release planning across concurrent work streams
• Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities
• Oversee all contract administration to ensure full compliance with deliverables, terms and conditions, service quality standards, and applicable federal government rules, regulations, and industry standards
• Direct and manage multiple, complex, and inter‑related tasks and work streams to support task order deliverables on schedule and within scope and budget
• Monitor program performance, costs, scope, and schedules to meet program and client objectives; identify, escalate, and mitigate risks proactively
• Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities
• Serve as the authorized client interface and primary point of accountability — acting as liaison between the client, oversight manager, technical monitor, and all support services across functional business and technology offices
• Manage multiple vendors and subcontractors simultaneously across projects and operations and maintenance work streams; supervise contractor personnel including performance feedback and day‑to‑day task direction
• Own all program reporting including SLA performance, financial status, and staffing; manage contractor onboarding and offboarding and ensure timely access provisioning and clearance coordination
• Advise and engage the client on key operational and strategic priorities, providing advisory support for complex challenges and ensuring on‑time delivery of high‑quality work products
• Build strong relationships with stakeholders
• Ensure deliverables are clear, actionable, and implementation‑ready
• Coordinate and lead cross‑functional teams of architects, analysts, developers, and designers across multiple work streams; facilitate sprint ceremonies, technical reviews, and stakeholder working sessions
• Manage dependencies, risks, and issues across work streams — escalating appropriately, driving resolution, and mentoring team members on agile practices and federal delivery norms
• Delegate and manage work streams while ensuring consistency and quality
• Review and refine deliverables produced by supporting team members
• Other duties as assigned

• 5+ years of experience as a project manager leading enterprise IT implementations
• Minimum of 3 years demonstrated experience in leading Service Now implementations.
• Hands‑on working knowledge of the Service Now platform, including understanding of platform architecture, module interdependencies, and native project/agile features
• Proven ability to serve as the primary client point of contact on a federal IT contract, managing task order execution and program delivery accountability
• Experience coordinating cross‑functional delivery teams including architects, developers, analysts, and designers across multiple concurrent work streams
• Demonstrated experience in prioritizing and managing process improvement initiatives aimed at increasing data integrity, reporting capability, and process efficiency.
• Experience working with multiple stakeholders across business and IT
• Excellent communication skills, including…