ServiceNow Project Lead - ITSM Delivery & Governance

Resolve Tech Solutions Inc; Irving (TX); On-site; USD 110,000 - 150,000; Full time

Job summary

Resolve Tech Solutions Inc. is seeking an experienced IT Project Manager to lead ServiceNow and ITSM projects in a complex environment.

You will manage scope, risks, milestones, and budgets, coordinating cross-functional teams and vendors to ensure on-time delivery and operational handoff. The role emphasizes planning, governance, and outcomes over hands-on engineering, with executive-ready updates and clear communication for technical and business audiences.

Qualifications

• Demonstrated project management experience in IT environments and ServiceNow or comparable ITSM platforms.
• Working knowledge of ITSM processes such as incident, problem, change, and service request management.
• Ability to independently plan and manage scope, schedules, resources, risks, dependencies, and change control across multiple workstreams.
• Strong facilitation, stakeholder management, organization, and written and verbal communication for technical and business audiences.
• Ability to understand infrastructure and platform concepts and translate technical discussions into business impacts without hands-on engineering.
• Proficiency with planning and tracking tools (MS Project, Smartsheet, Jira) and collaboration tools (Teams).

Responsibilities

• Lead IT and ServiceNow or comparable ITSM platform projects from initiation through implementation and closeout.
• Own projects in progress; assess scope, risks, and dependencies and plan delivery.
• Develop and maintain charters, scope, schedules, milestones, and RAID logs; track costs against budgets.
• Facilitate sessions with stakeholders and teams; document decisions, owners, and due dates.
• Coordinate platform owners, engineers, security, vendors, and stakeholders to align priorities.
• Manage risks, issues, assumptions, and change requests; obtain required approvals.
• Coordinate testing, deployments, cutovers, and rollback planning with technical owners.
• Track deliverables against acceptance criteria and coordinate UAT and defect resolution.
• Provide concise status reports and tailor communications to audiences.

Skills

Project management

ITSM

Stakeholder management

Facilitation

Requirements gathering

Risk management

Budget tracking

Clear communication

UAT coordination

Tools

Microsoft Project

Smartsheet

Jira

Microsoft Teams

Job description

Resolve Tech Solutions Inc. is seeking an experienced IT Project Manager to lead ServiceNow and ITSM projects in a complex environment.

You will manage scope, risks, milestones, and budgets, coordinating cross-functional teams and vendors to ensure on-time delivery and operational handoff. The role emphasizes planning, governance, and outcomes over hands-on engineering, with executive-ready updates and clear communication for technical and business audiences.