Project Manager; ITSM ServiceNow

Responsibilities

• Serve as the primary point of contact between the City and Contractor.
• Oversee all project activities, ensuring deliverables, milestones, and timelines are met.
• Develop and maintain the Project Management Plan, including scope, schedule, risk, quality, communication, and change management.
• Coordinate with City staff to minimize disruption to daily operations during implementation.
• Ensure compliance with City requirements, security standards, and reporting needs.
• Facilitate risk register development, status reporting, and retrospective project sessions.
• Manage vendor and subcontractor coordination.
• Support UAT planning, training rollout, and post-production hypercare support.

• Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
• Minimum 7–10 years’ IT project management experience, with at least 3–5 years in ITSM implementations.
• Experience in leading Service Now ITSM implementations
• Proven experience with public sector or local government IT projects.
• Strong knowledge of ITIL and ITSM frameworks.
• Excellent communication, stakeholder management, and leadership skills.

• PMP (Project Management Professional)