ServiceNow Project Manager

Remote; San Francisco (CA); Remote; USD 90,000 - 140,000; Full time

Job summary

TTEC Digital seeks a ServiceNow Project Manager to lead multi-module ServiceNow implementations and coordinate agile/hybrid delivery for global clients. You will own schedules, budgets, risks, and governance, working with Engagement Manager, Solution Architect, and delivery teams.

Role is remote for Philippines-based candidates with overlap into US business hours. Prior ServiceNow delivery experience and strong communication are essential for success.

Qualifications

• 3 to 6 years of project management, technology delivery, or professional services experience.
• Experience managing ServiceNow projects using Agile and Hybrid Agile methodologies.
• Familiarity with NowCreate methodology for ServiceNow implementations.
• Experience developing and managing project schedules, resource plans, milestones, and delivery forecasts.
• Experience managing project budgets using labour hours, resource forecasts, burn rates, and ETC.
• Understanding of scope management, change-control processes, SOWs, and contractual commitments.
• Experience coordinating cross-functional delivery teams.
• Experience presenting project status to clients and internal stakeholders.
• Proficiency with Microsoft Project, Excel, Word, and ServiceNow SPM/PPM.
• Strong English communication and organizational skills.
• Ability to operate across globally distributed delivery teams with NA overlap.
• Bachelor's degree or equivalent.

Responsibilities

• Lead day-to-day delivery of ServiceNow implementations across modules.
• Develop and manage project plans, timelines, milestones, and deliverables.
• Coordinate teams using Agile, Waterfall, or Hybrid methodologies.
• Monitor progress, budgets, resources, and forecasts.
• Identify and manage risks, issues, dependencies, and scope changes.
• Provide regular updates, status reports, and recommendations to stakeholders.
• Facilitate project meetings, planning sessions, and governance activities.
• Coordinate cross-functional teams including consultants, developers, architects, BAs, QA, and client stakeholders.
• Support testing, deployment, go-live activities, and post-implementation transitions.
• Drive delivery quality and customer satisfaction by removing blockers.

Skills

Project management

ServiceNow

Agile

Stakeholder communication

Budget management

Risk management

Cross-functional teams

English communication

Education

Bachelor's degree

Tools

Microsoft Project

Excel

ServiceNow SPM/PPM

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.

TTEC Digital is seeking a skilled and motivated ServiceNow Project Manager to join our technology consulting delivery team in the Philippines. This role is ideal for a junior to mid-level project manager who has managed ServiceNow implementations across modules such as ITSM, ITOM, SCM, FSM, HR Service Delivery, and GRC, and who is ready to take full ownership of delivery execution on client engagements.

The ServiceNow Project Manager is responsible for the successful execution of ServiceNow consulting engagements, owning the project schedule, budget and hours, resource planning, risks, status reporting, and day-to-day delivery execution. The role provides the operational discipline required to keep engagements on plan and ensures project leadership has clear visibility into project health. You will lead Agile and Hybrid Agile projects using the NowCreate methodology, working closely with the Engagement Manager, Solution Architect, consultants, and the wider delivery team to coordinate execution, surface risks and variances early, and drive issues to resolution.

This is a remote role open to Philippines-based candidates. Must be willing to work US business hours to support global clients and project teams.

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.