ServiceNow Project Manager

Job Location

US-Remote

Full Time

Net Impact Strategies is seeking a Service Now Delivery / Project Manager to lead a Service Now Platform Operations team supporting a Federal Agency. This role is the single point of management accountability for delivery, staffing, priorities, performance, quality, risk, customer communications, transition, and multi-vendor coordination. The PM ensures the team can protect operations, meet contractual commitments, and continue planned delivery when incidents, releases, security work, and backlog demand compete for capacity.

This position requires U.S. citizenship and a post-award Government background investigation.

• Serve as the primary management interface for task-order execution and coordinate Government, prime/subcontractor, and multi-vendor delivery dependencies without displacing Government decision authority.
• Plan, prioritize, and direct work across platform operations, architecture, engineering, implementation, testing, and business-analysis lanes so urgent restoration and committed delivery can proceed concurrently.
• Own staffing, onboarding, offboarding, backfill, leave/coverage planning, key-personnel substitution coordination, background-processing visibility, and continuity of the full service window.
• Manage demand and capacity in Service Now SPM, balancing service/security restoration, committed releases and control deadlines, and the highest-value prioritized backlog; identify when work is routine FFP execution versus Government-directed surge.
• Own service-performance governance, including SLA/KPI/OPI calendars, source-data quality, dashboards, exceptions/dependencies, corrective actions, and burn-in validation so reported performance is traceable to operating records.
• Maintain integrated schedules, milestones, sprint/release plans, risks, issues, decisions, actions, dependencies, and deliverables in Service Now; ensure weekly, biweekly, monthly, quarterly, and release-driven reporting is complete and evidence based.
• Coordinate production control, release readiness, architecture/security governance, and cross-team decisions with the CTA, Platform Operations Lead, product teams, technical monitors, and designated governance bodies.
• Lead incoming and outgoing transition, including transition plans, WBS, access and onboarding readiness, live-environment validation, artifact/knowledge capture, risk mitigation, and transfer of documentation, scripts, accounts, metrics, and operational knowledge without material interruption.
• Track customer satisfaction, feature adoption, business value, platform maturity, and improvement outcomes; convert approved improvement opportunities into prioritized, owned work.
• Lead major-service communications and executive escalation, ensuring the Agency receives a clear operating picture, accountable owners, decision points, expected next update, and closure evidence.

• Four or more years of project/program management experience, including leadership of complex technology delivery or operations teams.
• At least three years leading Service Now implementations, platform operations, or managed Service Now delivery in a multi-team environment.
• Demonstrated experience with Agile delivery, Service Now SPM or equivalent work-management practices, service-level performance management, and fixed-price capacity planning.
• Demonstrated experience managing staffing, transitions, risks/issues/dependencies, release commitments, customer communications, and measurable service outcomes.
• Project-management certification such as PMP or equivalent required where mandated by the applicable labor category;
  Agile/Scrum and Dev Ops credentials are strongly…