Project Manager/Leader Senior

TechDoQuest; Toronto; On-site; CAD 120,000 - 160,000; Full time

Job summary

TechDoQuest is seeking a Senior Project Manager / Leader with strong ServiceNow and ITSM experience to drive ITSM transformation and enterprise technology initiatives in Toronto.

You will lead cross-functional teams, shape governance, and oversee integrations with CMDB, Change Management, and DevOps tools, while developing training materials and stakeholder workshops. The ideal candidate has 7+ years ITSM delivery, 5+ years ServiceNow experience, and excellent communication.

Qualifications

• 7+ years of experience delivering or consulting on ITSM solutions in large enterprise environments.
• 5+ years of hands-on ServiceNow experience, including configuration, customization, administration, and implementation of ITSM modules.
• Experience assessing current-state ITSM processes and developing future-state operating models, governance frameworks, process improvements, and service management best practices.
• Strong experience with ServiceNow integrations and APIs, including integration with CMDB, Change Management, SPM, DevOps tools, CI/CD pipelines, and enterprise systems.
• Experience establishing and supporting enterprise release governance, including release planning, scheduling, release calendars, risk/dependency management, deployment coordination, and post-release reviews.
• Experience facilitating stakeholder workshops, business process reviews, requirements gathering, and ServiceNow solution design.
• Strong knowledge of enterprise technology environments including cloud, networks, applications, cybersecurity, telecommunications, collaboration platforms, and information management.
• Experience creating training materials, user guides, operational procedures, knowledge-transfer sessions, and support documentation.
• Excellent communication, facilitation, stakeholder management, and collaboration skills.
• Ability to work independently and effectively with cross-functional teams.

Responsibilities

• Lead ITSM transformation programs and ServiceNow deployments.
• Assess current-state ITSM processes and design future-state operating models and governance.
• Coordinate with cross-functional teams and stakeholders to deliver enterprise ITSM initiatives.
• Oversee integrations with CMDB, Change Management, SPM, and DevOps tools; manage release governance.
• Create training materials and knowledge transfer resources for users and admins.

Skills

ITSM expertise

ServiceNow expert

Governance

Stakeholder facilitation

Integrations & APIs

Release management

Cross-functional teamwork

Training materials

IT infrastructure

Communication skills

Tools

ServiceNow

Job description

Senior Project Manager / Leader – ServiceNow / ITSM

We are seeking a Senior Project Manager / Leader with strong ServiceNow and IT Service Management (ITSM) experience to support ITSM transformation and enterprise technology initiatives within a complex environment.

Must-Have Skills & Experience

• 7+ years of experience delivering or consulting on IT Service Management (ITSM) solutions in large enterprise environments.
• 5+ years of hands‑on ServiceNow experience, including configuration, customization, administration, and implementation of ITSM modules.
• Experience assessing current‑state ITSM processes and developing future‑state operating models, governance frameworks, process improvements, and service management best practices.
• Strong experience with ServiceNow integrations and APIs, including integration with CMDB, Change Management, SPM, DevOps tools, CI/CD pipelines, and enterprise systems.
• Experience establishing and supporting enterprise release governance, including release planning, scheduling, release calendars, risk/dependency management, deployment coordination, and post‑release reviews.
• Experience facilitating stakeholder workshops, business process reviews, requirements gathering, and ServiceNow solution design.
• Strong knowledge of enterprise technology environments including cloud, networks, applications, cybersecurity, telecommunications, collaboration platforms, and information management.
• Experience creating training materials, user guides, operational procedures, knowledge‑transfer sessions, and support documentation.
• Excellent communication, facilitation, stakeholder management, and collaboration skills.
• Ability to work independently and effectively with cross‑functional teams.

Certification

• ServiceNow Certified System Administrator (CSA) – Required