Program/Project Management Lead
Project Role Description : Manage overall delivery of a program or project to achieve business outcomes. Define project scope and monitor execution of deliverables. Communicate across multiple stakeholders to manage expectations, issues and outcomes.
Must have skills : ServiceNow Customer Service Management (CSM)
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
As a Program/Project Management Lead, We are seeking an experienced ServiceNow Project Manager with strong expertise in the Customer Service Management (CSM) module of ServiceNow. The candidate will lead end-to-end implementation and enhancement projects, ensuring successful delivery of CSM solutions aligned with business objectives, timelines, and budgets.
This role requires strong stakeholder management, Agile delivery experience, and a solid understanding of ServiceNow CSM capabilities along with SLO & Integration hub.
Roles & Responsibilities:
Project Leadership & Delivery
Lead end-to-end implementation of ServiceNow CSM projects.
Define project scope, goals, deliverables, timelines, and resource plans.
Manage budgets, risks, issues, and dependencies.
Ensure on-time, within-budget, and high-quality delivery.
Stakeholder & Client Management
Serve as the primary point of contact for business stakeholders and clients.
Facilitate requirement workshops and solution discussions.
Provide regular project updates, status reports, and executive summaries.
Align business objectives with technical capabilities of ServiceNow CSM.
CSM Implementation Oversight
Oversee configuration of:
o Case Management
o Knowledge Management
o Omnichannel (Email, Chat, Virtual Agent)
o Service Portal / Customer Portal
o Entitlement & SLA management
Ensure integration with ITSM, CRM systems, and external platforms.
Basic understanding on SLO is a must.
Agile & Governance
Manage Agile/Scrum ceremonies (Sprint planning, stand-ups, retrospectives).
Ensure adherence to SDLC and governance standards.
Coordinate with architects, developers, QA, and integration teams.
Track KPIs and ensure continuous improvement.
Risk & Change Management
Identify and mitigate project risks.
Manage scope changes and change requests.
Ensure smooth UAT, training, and go-live support.
Professional & Technical Skills:
ServiceNow Certified Implementation Specialist – CSM
PMP / PRINCE2 Certification
Certified Scrum Master (CSM)
ITIL v3/v4 Certification
Strong leadership and stakeholder management
Excellent communication and presentation skills
Budget and financial management
Risk and issue management
Vendor and cross-functional team coordination
Analytical and problem-solving mindset
Additional Information:
Bachelor s degree in IT, Business, or related field.
7+ years of project management experience.
3+ years managing ServiceNow CSM implementations.
Strong understanding of:
o Case lifecycle management
o SLAs and entitlements
o Customer portals and workflows
o Integrations (REST/SOAP APIs)
Bengaluru
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