ServiceNow Project Manager (372)

**OVERVIEW** iTech AG is seeking an experienced Project Manager to lead delivery of ServiceNow solutions in support of a federal client program. This role requires hands-on experience working within ServiceNow implementations and enhancements, with a strong understanding of platform capabilities and Agile delivery methodologies. This individual will serve as the primary client-facing lead, accountable for driving discovery, aligning stakeholders, and ensuring high-quality, actionable outputs that enable downstream implementation. **ROLES AND RESPONSIBILITIES** - Lead ServiceNow implementation programs leveraging native platform capabilities for project tracking, sprint management, and delivery governance keeping execution on-platform rather than in off-platform tools - Utilize ServiceNow to manage backlogs, sprints, stories, and release planning across concurrent workstreams - Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities - Oversee all contract administration to ensure full compliance with deliverables, terms and conditions, service quality standards, and applicable federal government rules, regulations, and industry standards - Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order deliverables on schedule and within scope and budget - Monitor program performance, costs, scope, and schedules to meet program and client objectives; identify, escalate, and mitigate risks proactively - Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities - Serve as the authorized client interface and primary point of accountability — acting as liaison between the client, oversight manager, technical monitor, and all support services across functional business and technology offices - Manage multiple vendors and subcontractors simultaneously across projects and operations and maintenance workstreams; supervise contractor personnel including performance feedback and day-to-day task direction - Own all program reporting including SLA performance, financial status, and staffing; manage contractor onboarding and offboarding and ensure timely access provisioning and clearance coordination - Advise and engage the client on key operational and strategic priorities, providing advisory support for complex challenges and ensuring on-time delivery of high-quality work products - Build strong relationships with stakeholders - Ensure deliverables are clear, actionable, and implementation-ready - Coordinate and lead cross-functional teams of architects, analysts, developers, and designers across multiple workstreams; facilitate sprint ceremonies, technical reviews, and stakeholder working sessions - Manage dependencies, risks, and issues across workstreams — escalating appropriately, driving resolution, and mentoring team members on agile practices and federal delivery norms - Delegate and manage workstreams while ensuring consistency and quality - Review and refine deliverables produced by supporting team members - Other duties as assigned **MINIMUM QUALIFICATIONS** - 5+ years of experience as a project manager leading enterprise IT implementations - Minimum of 3 years demonstrated experience in leading ServiceNow implementations. - Hands-on working knowledge of the ServiceNow platform, including understanding of platform architecture, module interdependencies, and native project/agile features - Proven ability to serve as the primary client point of contact on a federal IT contract, managing task order execution and program delivery accountability - Experience coordinating cross-functional delivery teams including architects, developers, analysts, and designers across multiple concurrent workstreams - Demonstrated experience in prioritizing an…