Project Management Principal - ESM

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Title:

Program Management Principal for ESM

Primary Focus:
Service Now Platform Development / ITAM / CMDB

Background

JLL is seeking a Senior Technical Program Manager to lead complex, enterprise scale initiatives on the Service Now 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 Service Now platform literacy, and provide strong program governance, technical fluency, and disciplined risk management.

Key Responsibilities

Program & Delivery Leadership

* Lead the portfolio of Service Now 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 work streams, 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 Service Now 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 Service Now 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 Service Now 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 Service Now 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 Service Now 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…