Project Manager, ServiceNow

Socket.dev; Toronto; On-site; CAD 90,000 - 125,000; Full time

Job summary

BDO seeks a Project Manager, ServiceNow to lead client transformation initiatives within ITSM, CSM and platform modernization. You will guide projects from initiation to operations, ensuring on-time, in-scope delivery aligned with client objectives and value realization.

You will work with Solution Architects, Consultants, Developers and client stakeholders to establish governance, manage risks, coordinate resources and drive successful outcomes across complex ServiceNow implementations.

Qualifications

• 5+ years of experience delivering ServiceNow projects.
• Experience leading client-facing, multi-stakeholder delivery.
• Strong governance, risk management and change management experience.

Responsibilities

• Lead ServiceNow implementation and transformation projects through all phases.
• Develop project plans, budgets, resources, governance docs and roadmaps.
• Manage scope, timelines, risks, issues and changes while aligning to business objectives.
• Establish governance and reporting for transparency across stakeholders.
• Facilitate status meetings, steering committees, and client workshops.
• Coordinate across client teams, architects, consultants and QA teams.
• Ensure deliverables meet quality standards and client requirements.

Skills

ServiceNow delivery

ITSM

Project leadership

Stakeholder management

Governance

Change management

Tools

ServiceNow

Job description

Putting people first, every day

BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a people-first culture with a high priority on your personal and professional growth.

Your Opportunity

BDO is seeking a Project Manager, ServiceNow to join our growing Solution Operations Advisory practice. As part of our expanding ServiceNow team, you will lead the successful delivery of client transformation initiatives focused on ServiceNow IT Service Management (ITSM), Customer Service Management (CSM), platform modernization programs, legacy service management migrations, security and risk implementations and AI-enabled projects.

This replacement role is critical to helping organizations transform from traditional ticket-centric operations into modern, service-oriented, and experience-driven organizations. You will be responsible for leading project delivery from initiation through deployment and transition to operations, ensuring projects are delivered on time, within scope, and aligned to client business objectives.

The successful candidate will work closely with ServiceNow Solution Architects, Consultants, Developers, and client stakeholders to establish project governance, manage delivery risks, coordinate resources, and drive successful outcomes across complex ServiceNow implementations.

This is a highly collaborative, client-facing role that combines project leadership, stakeholder management, service management expertise, and ServiceNow delivery experience.

Project Leadership & Delivery Management

• Lead ServiceNow implementation and transformation projects through all phases of the project lifecycle, including initiation, planning, execution, deployment, and transition to operations.
• Develop and manage project plans, schedules, budgets, resource allocations, governance documentation, and delivery roadmaps.
• Manage project scope, timelines, risks, dependencies, issues, and change requests while maintaining alignment to business objectives.
• Establish project governance frameworks and reporting mechanisms to ensure transparency and accountability across stakeholders.
• Facilitate project status meetings, steering committees, executive updates, workshops, and stakeholder forums.
• Coordinate activities across client teams, ServiceNow architects, consultants, developers, QA teams, and operational stakeholders.
• Ensure project deliverables meet quality expectations and align with client requirements and ServiceNow leading practices.

Stakeholder Management & Client Advisory

• Build trusted relationships with client sponsors, business leaders, Product Owners, and technical stakeholders.
• Serve as the primary point of contact for project communications, escalations, governance, and issue resolution.
• Partner with clients to define project goals, success criteria, implementation strategies, and operating model considerations.
• Facilitate alignment between business and technical teams during planning, design, development, testing, and deployment activities.
• Provide guidance and recommendations on project approaches, service management transformation initiatives, and implementation best practices.

ServiceNow Transformation Delivery

• Lead projects involving ServiceNow ITSM, Customer Service Management (CSM), workflow automation, platform modernization, and service transformation initiatives.
• Manage platform transition programs involving legacy service management platforms such as security and risk implementations, and AI-enabled projects.
• Coordinate functional discovery, solution design, testing, deployment, release planning, and operational readiness activities.
• Work closely with Solution Architects and Functional Leads to ensure business requirements are effectively translated into ServiceNow solutions.
• Monitor project health, identify risks early, and implement mitigation strategies to support successful delivery.

Change Management & Adoption

• Support organizational change and adoption initiatives throughout project delivery.
• Coordinate User Acceptance Testing (UAT), deployment readiness assessments, and go-live planning activities.
• Collaborate with functional teams to ensure training materials, communications, and user enablement activities are effectively executed.
• Support service transition and early life support activities following production deployment.
• Help clients realize value adoption through structured project governance and stakeholder engagement.

Governance & Continuous Improvement

• Establish and maintain project governance standards, delivery methodologies, and reporting practices.
• Monitor key project performance indicators and provide regular project reporting to clients and leadership teams.
• Identify opportunities to improve delivery processes, project controls, governance frameworks, and implementation methodologies.
• Contribute to reusable project assets, accelerators, templates, and best practices within BDO's growing ServiceNow Advisory practice.
• Support internal knowledge-sharing and practice development initiatives related to ServiceNow delivery and service management transformation.

How Do We Define Success For Your Role?

• You demonstrate BDO's core values through all aspects of your work: Integrity, Respect, and Collaboration.
• You understand your clients' industries, challenges, and opportunities; clients describe you as positive, professional, and delivering high-quality work.
• You identify, recommend, and are focused on effective service delivery to your clients.
• You foster an inclusive and engaging work environment that develops, retains, and attracts talent.
• You actively participate in the adoption of digital tools and innovative strategies that drive client and team success.
• You continuously grow your expertise through learning and professional development.
• You successfully deliver ServiceNow projects while maintaining strong stakeholder relationships and project governance.
• You proactively identify and mitigate project risks, helping clients achieve desired business outcomes.
• You contribute to the growth and maturity of BDO's ServiceNow and Solution Operations practices.

Your Experience and Education

• 5+ years