ServiceNow Project Manager

TTEC Digital; Metro Manila; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

TTEC Digital in Metro Manila is seeking an experienced Project Manager to lead day-to-day ServiceNow delivery across modules, develop plans, and drive successful, on-time implementations.

You will coordinate cross-functional teams, manage budgets and timelines, and report to stakeholders while ensuring quality and client satisfaction.

The role requires 3–6 years in delivery, strong English communication, and a collaborative, globally distributed team mindset.

Qualifications

• 3 to 6 years of project management or delivery experience.
• Experience managing ServiceNow projects with Agile and Hybrid delivery.
• Familiarity with the NowCreate methodology for ServiceNow implementations.
• Experience developing and managing project schedules, resources, milestones, dependencies, and delivery forecasts.
• Experience managing budgets using labour hours, forecasts, burn rates, and ETC.
• Understanding of SOWs, assumptions, deliverables, and change-control processes.
• Experience managing risks, issues, dependencies, and mitigations.
• Experience coordinating cross-functional delivery teams of diverse resources.
• Experience producing and presenting status reports to clients and stakeholders.
• Proficiency with MS Project, Excel, Word, and ServiceNow SPM/PPM (ITBM).
• Strong written and verbal English communication.
• Strong organisational skills for multiple priorities and workstreams.
• Ability to operate within globally distributed teams with NA overlap.

Responsibilities

• Lead the day-to-day delivery of ServiceNow implementations and consulting projects across modules.
• Develop and manage project plans, timelines, milestones, and deliverables.
• Coordinate project teams using Agile, Waterfall, or Hybrid methodologies.
• Monitor progress, budgets, resources, and forecasts to ensure successful delivery.
• Identify and manage risks, issues, dependencies, and scope changes.
• Partner with stakeholders to provide updates, reports, and recommendations.
• Facilitate project meetings, planning sessions, and governance.
• Coordinate cross-functional teams of consultants, developers, architects, and analysts.
• Support testing, go-live activities, and post-implementation transitions.
• Drive project success by removing blockers and ensuring customer satisfaction.
• Contribute to closure activities including lessons learned and financial reconciliation.

Skills

Project Management

ServiceNow delivery

Agile & Hybrid methodologies

NowCreate methodology

Schedule & budget management

Scope & change control

Risk & issue management

Cross-functional leadership

Status reporting

English communication

Global delivery coordination

Stakeholder engagement

Education

Bachelor's degree or equivalent practical experience

ServiceNow Certified System Administrator (CSA)

ITIL v3 or ITIL 4 Foundation

Project Management Professional (PMP) or CAPM

Certified ScrumMaster (CSM) or PMI-ACP

SAFe certifications or related credentials

Tools

Microsoft Project

Excel

Word

ServiceNow SPM/PPM (ITBM)

Job description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

What You Will Be Doing:

• Lead the day-to-day delivery of ServiceNow implementation and consulting projects across various modules.
• Develop and manage project plans, timelines, milestones, and key deliverables.
• Coordinate project teams using Agile, Waterfall, or Hybrid methodologies.
• Monitor project progress, budgets, resources, and forecasts to ensure successful delivery.
• Identify and manage project risks, issues, dependencies, and scope changes.
• Partner with stakeholders and clients to provide regular updates, status reports, and recommendations.
• Facilitate project meetings, planning sessions, and governance activities.
• Coordinate cross-functional teams including consultants, developers, architects, business analysts, QA, and client stakeholders.
• Support testing, deployment, go-live activities, and post-implementation transitions.
• Drive project success by removing blockers, maintaining delivery quality, and ensuring customer satisfaction.
• Contribute to project closure activities, including lessons learned, financial reconciliation, and handoff to ongoing support teams.

What You Will Bring:

• 3 to 6 years of project management, technology delivery, or professional services experience, preferably in a consulting or client-facing environment.
• Experience managing ServiceNow projects, or comparable enterprise platform implementations, using Agile and Hybrid Agile methodologies.
• Familiarity with the NowCreate methodology for ServiceNow implementations.
• Experience developing and managing project schedules, resource plans, milestones, dependencies, and delivery forecasts.
• Experience managing project budgets using labour hours, resource forecasts, burn rates, and estimate-to-complete, and identifying variances before a project exceeds planned hours.
• Working understanding of scope management and change-control processes, and of Statements of Work, assumptions, deliverables, and contractual commitments.
• Experience managing risks, assumptions, issues, dependencies, and mitigation plans.
• Experience coordinating cross-functional delivery teams made up of functional and technical resources.
• Experience producing and presenting project status reports to client and internal stakeholders.
• Proficiency with project management tools including Microsoft Project, Excel, and Word, and with ServiceNow SPM / PPM (ITBM).
• Strong written and verbal English communication skills, including the ability to raise project challenges clearly and objectively rather than letting issues remain unresolved.
• Strong organisational skills, with the ability to manage multiple priorities, dependencies, and workstreams at once.
• Ability to operate effectively within globally distributed delivery teams, with reliable overlap into North American business hours.
• Bachelor's degree or equivalent practical experience.

Preferred Qualifications

• Hands-on delivery experience with ServiceNow modules such as ITSM, ITOM, SCM, FSM, HR Service Delivery, and GRC.
• Experience delivering enterprise ITSM, CRM, or CX implementations in a consulting or systems-integration setting.
• Strong problem-solving, negotiation, and conflict-resolution skills, and the ability to build productive relationships with clients, delivery teams, account leadership, and third-party partners.
• A proactive, collaborative attitude and a track record of taking ownership without waiting to be asked.

Certifications and Professional Development

Professional certifications are strongly valued and are an important part of continued development within the TTEC Digital ServiceNow practice. Candidates at this level are not expected to hold every certification below, but should demonstrate a commitment to maintaining relevant credentials and to deepening their knowledge of ServiceNow delivery, project management methodologies, and emerging technologies. Relevant certifications include:

• ServiceNow Certified System Administrator (CSA)
• ITIL v3 or ITIL 4 Foundation
• Project Management Professional (PMP) or Certified Associate in Project Management (CAPM)
• Certified ScrumMaster (CSM) or PMI Agile Certified Practitioner (PMI-ACP)
• SAFe certifications, or other recognised project management, Agile, or delivery management credentials

The Project Manager is not expected to serve as the ServiceNow Solution Architect or primary technical authority, but should maintain enough platform and implementation knowledge to plan, manage, and govern ServiceNow engagements effectively.

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.