ServiceNow Project Manager

Job Title
:
Service Now Project Manager

Job Type
:
Permanent

Job Location
:
Riyadh

• Lead and manage the Service Now ITSM Agile implementation from initiation through go-live and hypercare.

• Own the overall project plan, sprint plan, milestones, and release schedule.

• Ensure Phase-wise delivery in line with committed timelines and customer expectations.

• Track and manage dependencies across multiple parallel work streams.

• Establish and enforce Agile delivery processes (Scrum/Kanban).

• Facilitate Agile ceremonies including

• Sprint Planning

• Daily Stand-ups

• Sprint Reviews / Demos

• Retrospectives

• Work closely with Product Owner(s) to ensure well-defined, prioritized backlog and readiness of user stories.

• Ensure stories meet Definition of Ready (DoR) and Definition of Done (DoD) standards.

• Act as the primary onsite point of contact for the customer.

• Manage communications with senior stakeholders, steering committee, and procurement.

• Provide regular status updates, dashboards, and risk reports.

• Handle escalations and proactively manage customer expectations.

• Ensure high-quality deliverables across BRD / User Stories, HLD / LLD, Configuration and Integrations, Testing (SIT, UAT)

• Drive resolution of review comments from customer and Service Now vendor.

• Ensure adherence to Service Now best practices and platform standards.

• Proven experience leading Service Now ITSM implementations (Incident, Request, Problem, Change, Knowledge, CMDB).

• Strong experience managing Agile delivery projects.

• Hands-on understanding of Service Now platform capabilities and constraints.

• Strong customer-facing and stakeholder management skills.

• Excellent communication, facilitation, and negotiation skills.