ServiceNow Project Manager

NetImpact Strategies is seeking a ServiceNow Delivery / Project Manager to lead a ServiceNow Platform Operations team supporting a Federal Agency. This role is the single point of management accountability for delivery, staffing, priorities, performance, quality, risk, customer communications, transition, and multi-vendor coordination. The PM ensures the team can protect operations, meet contractual commitments, and continue planned delivery when incidents, releases, security work, and backlog demand compete for capacity.

This position requires U.S. citizenship and a post-award Government background investigation.

Key Responsibilities

• Serve as the primary management interface for task-order execution and coordinate Government, prime/subcontractor, and multi-vendor delivery dependencies without displacing Government decision authority.
• Plan, prioritize, and direct work across platform operations, architecture, engineering, implementation, testing, and business-analysis lanes so urgent restoration and committed delivery can proceed concurrently.
• Own staffing, onboarding, offboarding, backfill, leave/coverage planning, key-personnel substitution coordination, background-processing visibility, and continuity of the full service window.
• Manage demand and capacity in ServiceNow SPM, balancing service/security restoration, committed releases and control deadlines, and the highest-value prioritized backlog; identify when work is routine FFP execution versus Government-directed surge.
• Own service-performance governance, including SLA/KPI/OPI calendars, source-data quality, dashboards, exceptions/dependencies, corrective actions, and burn-in validation so reported performance is traceable to operating records.
• Maintain integrated schedules, milestones, sprint/release plans, risks, issues, decisions, actions, dependencies, and deliverables in ServiceNow; ensure weekly, biweekly, monthly, quarterly, and release-driven reporting is complete and evidence based.
• Coordinate production control, release readiness, architecture/security governance, and cross-team decisions with the CTA, Platform Operations Lead, product teams, technical monitors, and designated governance bodies.
• Lead incoming and outgoing transition, including transition plans, WBS, access and onboarding readiness, live-environment validation, artifact/knowledge capture, risk mitigation, and transfer of documentation, scripts, accounts, metrics, and operational knowledge without material interruption.
• Track customer satisfaction, feature adoption, business value, platform maturity, and improvement outcomes; convert approved improvement opportunities into prioritized, owned work.
• Lead major-service communications and executive escalation, ensuring the Agency receives a clear operating picture, accountable owners, decision points, expected next update, and closure evidence.

Required Qualifications and Certifications

• Four or more years of project/program management experience, including leadership of complex technology delivery or operations teams.
• At least three years leading ServiceNow implementations, platform operations, or managed ServiceNow delivery in a multi-team environment.
• Demonstrated experience with Agile delivery, ServiceNow SPM or equivalent work-management practices, service-level performance management, and fixed-price capacity planning.
• Demonstrated experience managing staffing, transitions, risks/issues/dependencies, release commitments, customer communications, and measurable service outcomes.
• Project-management certification such as PMP or equivalent required where mandated by the applicable labor category; Agile/Scrum and DevOps credentials are strongly preferred.
• Strong executive communication, prioritization, negotiation, and decision-management skills.
• U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements.

Preferred Qualifications and Certifications

• Federal consulting or financial-regulatory experience.
• Experience operating ServiceNow in a multi-vendor enterprise environment.
• Experience with ServiceNow-native SLA/KPI dashboards, transition under constrained incumbent overlap, and evidence-based contract performance reporting.

At NetImpact Strategies, we post salary ranges in compliance with the specific labor laws and regulations of each county and state, ensuring transparency and fairness in our hiring practices. This approach reflects our commitment to adhering to legal requirements and promoting equitable pay standards across all regions where we operate. The posted salary range for this role is $140,000-160,000. The posted salary range is not an exact indication of the actual compensation offered and is instead a range of what NetImpact, in good faith, could compensate at the lowest and most high end of the salary market. In general, NetImpact may not pay the top of the salary range. Compensations are determined by several mitigating factors including skillset, experience, trainings, location, and other factors including benefits packages.Perks of working at NetImpact Strategies

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team

• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required

• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays

• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!)

• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications!

• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!

• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more! 

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

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