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Job description
ServiceNow Project Manager / Delivery Manager
Location: Woodlawn, Maryland – Onsite 5 days per week
Employment Type: Permanent, Full-Time
Salary: $150,000–$180,000 per year, depending on experience
Start Date: Immediately
Clearance: Ability to obtain and maintain a Public Trust clearance
About the Role
We are looking for an experienced ServiceNow Project Manager / Delivery Manager to lead delivery, governance and modernization initiatives across enterprise ServiceNow programmes within a fast-paced federal environment .
The successful candidate will combine strong project/programme management experience with ServiceNow 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 ServiceNow and complementary technologies, including emerging opportunities around AIOps and Dynatrace .
Key Responsibilities
Lead end-to-end delivery of complex ServiceNow 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 workstreams.
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 ServiceNow 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 ServiceNow, 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.
Required Skills & Qualifications
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 ServiceNow 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 ServiceNow 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.
Desired Skills & Certifications
ServiceNow 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 .
Experience managing matrixed teams across architecture, development, operations and business functions.
Experience contributing to account growth, customer success, pre-sales, solutioning or expansion of existing client engagements .
Experience identifying and positioning additional ServiceNow modules or capabilities based on customer requirements.
Exposure to AIOps, Dynatrace or related observability and intelligent operations technologies would be advantageous.
What We're Looking For
We are looking for someone who combines strong ServiceNow delivery leadership with strategic thinking, customer engagement and commercial awareness .
You should be comfortable owning complex programmes, communicating with senior and CIO-level stakeholders, and acting as a trusted advisor to the customer. The strongest candidates will also be proactive in identifying opportunities to improve the customer's environment, demonstrate additional value and strengthen and grow the overall relationship.
What We Offer
Salary of $150,000–$180,000 per year, depending on experience
Opportunity to lead complex, enterprise-scale ServiceNow programmes
Exposure to significant federal technology modernization initiatives
Collaboration with experienced ServiceNow, technical and delivery teams
Opportunities for continued professional development and career progression
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.