Federal ServiceNow Delivery Lead | Platform Operations PM

NetImpact Strategies Inc.; United States; Remote; USD 140,000 - 160,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

PTO & wellness leave

Job summary

NetImpact Strategies seeks a ServiceNow Delivery / Project Manager to lead a Platform Operations team for a Federal Agency. You will own delivery governance, staffing, and multi-vendor coordination while ensuring continuity of service amid incidents, releases, and security workloads.

The role requires U.S. citizenship and a government background check; it emphasizes strategic leadership, risk management, and clear executive communications across stakeholders.

Qualifications

• Four or more years of project/program management experience leading complex technology delivery or operations teams.
• At least three years leading ServiceNow implementations, platform operations, or managed ServiceNow delivery in a multi-team environment.
• Experience with Agile delivery, ServiceNow SPM or equivalent work-management practices, service-level performance management, and fixed-price capacity planning.
• Experience managing staffing, transitions, risks/issues/dependencies, release commitments, customer communications, and measurable service outcomes.
• Project-management certification such as PMP or equivalent; Agile/Scrum and DevOps credentials 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.

Responsibilities

• Serve as the primary management interface for task-order execution and coordinate Government, prime/subcontractor, and multi-vendor delivery dependencies.
• Plan, prioritize, and direct work across platform operations, architecture, engineering, implementation, testing, and business-analysis lanes.
• Own staffing, onboarding, offboarding, backfill, leave/coverage planning, key-personnel substitution coordination, and continuity of the full service window.
• Manage demand and capacity in ServiceNow SPM, balancing service/security restoration, releases, and backlog.
• Own service-performance governance, including SLA/KPI/OPI calendars, source-data quality, dashboards, and corrective actions.
• Maintain integrated schedules, milestones, sprint/release plans, risks, issues, decisions, actions, dependencies, and deliverables in ServiceNow; ensure reporting is complete.
• Coordinate production control, release readiness, governance, and cross-team decisions with governance bodies.
• Lead transition efforts including plans, access, validation, risk mitigation, and documentation transfer with minimal interruption.
• Track customer satisfaction, feature adoption, and business value; convert improvements into prioritized work.
• Lead major-service communications and executive escalation with clear operating pictures and closure evidence.

Skills

Project management

ServiceNow

Agile delivery

Executive communication

Vendor management

Tools

ServiceNow SPM

Job description

NetImpact Strategies seeks a ServiceNow Delivery / Project Manager to lead a Platform Operations team for a Federal Agency. You will own delivery governance, staffing, and multi-vendor coordination while ensuring continuity of service amid incidents, releases, and security workloads.

The role requires U.S. citizenship and a government background check; it emphasizes strategic leadership, risk management, and clear executive communications across stakeholders.