ServiceNow Project Manager​/Delivery Manager

Service Now Project Manager / Delivery Manager

• Location: Woodlawn, Maryland – Onsite 5 days per week
• Employment Type: Permanent, Full-Time
• Salary: $120,000–$150,000 per year, depending on experience
• Start Date: Immediately
• Clearance: Ability to obtain and maintain a Public Trust clearance

We are looking for an experienced Service Now Project Manager / Delivery Manager to lead delivery, governance and modernization initiatives across enterprise Service Now programmes within a fast-paced federal environment
.

The successful candidate will combine strong project/programme management experience with Service Now delivery knowledge, strategic thinking and excellent client-facing skills. You will coordinate technical teams, vendors and senior stakeholders while ensuring successful delivery of programme milestones and operational outcomes.

Beyond programme delivery, this role will act as a strategic partner to the customer
, proactively identifying opportunities to deliver additional value, strengthen the client relationship and expand the use of Service Now and complementary technologies, including emerging opportunities around AIOps and Dynatrace
.

• Lead end-to-end delivery of complex Service Now initiatives across ITSM, ITOM (HAM/SAM), CMDB/Discovery, HRSD, CSM, CMP and related modules.
• Drive programme governance, planning and prioritisation across multi-team and multi-vendor work streams.
• Build and manage project schedules, RAID logs, dashboards, ROMs and contract deliverables in alignment with federal standards.
• Coordinate sprint ceremonies, release readiness, production deployments, integration planning and UAT.
• Manage dependencies, resources, risks and issue escalation across multiple teams.
• Facilitate stakeholder engagement across CIO offices, platform owners, PMOs and business units
  .
• Deliver clear executive communication, status reporting, modernization updates and project health assessments.
• Ensure alignment with security/ATO documentation, platform governance and user training/enablement requirements
  .
• Support demand management, intake workflows and enterprise Service Now portfolio management processes.
• Act as a strategic advisor to the customer, providing recommendations and thought leadership beyond day-to-day programme delivery.
• Proactively identify opportunities to improve or expand the customer's use of Service Now, new modules, integrations and complementary technologies
  , including AIOps and Dynatrace.
• Build trusted relationships with senior customer stakeholders, including within the CIO organisation
  .
• Work with technical and commercial teams to translate customer challenges and strategic priorities into potential solutions and future opportunities.

• Ability to obtain and maintain a Public Trust clearance
  .
• Ability to work onsite 5 days per week in Woodlawn, Maryland
  .
• Bachelor's degree plus 10 years of relevant IT or project management experience
  , or equivalent experience in lieu of a degree.
• 8+ years leading project/programme management within enterprise technology environments.
• 3+ years managing Service Now implementation programmes within a federal agency or equivalent transformation environment
  .
• Demonstrated experience delivering large-scale IT implementations
  , including governance, oversight and executive stakeholder engagement.
• Working knowledge of Service Now administration/configuration, platform operations and module functionality
  .
• Strong proficiency with Microsoft Office, particularly PowerPoint and Excel
  , for executive-level communication.
• Experience with project management tools such as Jira and MS Project
  .
• Strong communication, stakeholder management, organisational and problem-solving skills.
• Ability to operate strategically with senior stakeholders and provide recommendations beyond day-to-day programme delivery.
• Strong customer-focused and commercially aware mindset, with the ability to recognise opportunities to expand relationships, services or platform adoption.
• Sufficient technical understanding to communicate credibly with technical teams while translating complex topics for senior business stakeholders.

• Service Now certifications such as CSA, CAD, CIS-ITSM, CIS-SAM, CIS-APM
  , or other relevant certifications.
• Experience working with federal clients and familiarity with federal delivery cadence.
• Background in Agile, hybrid or traditional project management frameworks
  .
• PMP, Scrum/Agile, SAFe
  , or related delivery certifications.
• Experience with ATO/security documentation, FedRAMP alignment and platform governance
  .