ServiceNow Project Manager

ServiceNow Project Manager

Location – Anywhere in Australia

Clearance – Baseline

Duration – 6 months with possible extension

About the Client

Our client is a leading Australian technology consulting and managed services organisation that helps businesses and government agencies deliver complex digital transformation initiatives. With a strong national presence and a broad portfolio of advisory, cloud, data, integration, enterprise applications, cybersecurity, and managed services capabilities, the organisation partners with customers to modernise operations, improve efficiency, and drive business outcomes.

 

About the role

We are seeking a hands-on, customer-focused Project Manager to join our ServiceNow Practice and lead the delivery of ServiceNow and related business application projects.

This role is suited to a mid-level or senior Project Manager who can independently manage customer engagements from initiation through to completion. You will be accountable for customer-facing project management, structured governance, sprint-based delivery, project financials, contractual commitments and commercial outcomes.

Key Responsibilities

• Act as the primary project-management contact for assigned customer engagements.
• Manage projects from initiation through planning, delivery, acceptance, closure and handover.
• Establish clear and constructive relationships with customer stakeholders, delivery teams and internal stakeholders.
• Manage customer expectations and maintain alignment between customer priorities, delivery plans and contractual commitments.
• Provide clear, accurate and timely reporting on project health, progress, risks, issues, finances and decisions.
• Facilitate customer governance forums and ensure actions, decisions and escalations are appropriately recorded and managed.
• Manage one or more customer engagements concurrently, depending on project size, complexity and delivery requirements.
• Balance competing customer priorities, delivery dependencies and internal resource requirements across assigned engagements.

The Successful Candidate

• Mid-level or higher experience managing technology projects from initiation through to completion.
• Demonstrated experience managing customer-facing technology or business application projects.
• Experience independently managing scope, schedule, budget, risks, issues, dependencies and customer expectations.
• Demonstrated experience managing projects within a contractual delivery environment.
• Experience managing delivery against agreed scope, deliverables, milestones, assumptions, acceptance criteria and commercial commitments.
• Experience delivering projects under time-and-materials, fixed-price or deliverables-based commercial models.
• Practical experience leading formal scope control, change requests or contract variations.
• Ability to assess and clearly communicate the effort, cost, schedule, resource and delivery impacts of proposed changes.
• Strong commercial judgement and the ability to identify contractual and financial risks early.
• Experience establishing and maintaining project budgets, forecasts, burn rates and financial reporting.
• Experience maintaining accurate project and financial information in internal project-management tools.
• Practical experience applying PRINCE2 or comparable structured project-governance principles.
• Demonstrated experience working in agile or hybrid delivery environments.
• Experience facilitating Scrum ceremonies, including sprint planning, showcases or reviews, retrospectives and stand-ups.
• Experience coordinating backlog refinement and maintaining alignment between backlog items, project scope and contractual deliverables.
• Ability to lead multidisciplinary delivery teams and manage blockers, dependencies and competing priorities.
• Proven ability to conduct constructive customer conversations concerning scope boundaries, delivery impacts, contractual commitments and commercial implications.
• Strong written and verbal communication skills, including clear project-status and governance reporting.
• Ability to manage one or more customer engagements concurrently while maintaining effective customer, delivery, financial and commercial control.
• Comfortable operating as a hands-on Project Manager who remains close to day-to-day delivery.

Desirable

• Experience delivering ServiceNow projects.
• Experience delivering business application projects using enterprise CRM or workflow platforms, such as:
  • ServiceNow
  • Microsoft Dynamics 365
  • Salesforce
  • Comparable enterprise business application, CRM or workflow platforms
• Experience delivering projects for Australian Government or regulated customers.
• Experience applying ServiceNow Now Create or another structured platform-delivery methodology.
• Experience coordinating testing, customer acceptance, showcases, releases and project handover.
• NV1 or higher Australian Government security clearance.

Certifications

One or more of the following will be highly regarded:

• PRINCE2 or PRINCE2 Agile
• Scrum Master certification or equivalent agile delivery certification
• SAFe certification
• PMP or an equivalent project-management certification
• ServiceNow Micro-Certification, Agile Development 2.0 Simulator
• Other relevant project delivery, governance or commercial-management certifications

ServiceNow technical certifications are not required. A practical understanding of platform-based delivery, Scrum delivery, governance and contractual project management is more important than hands-on platform configuration.