Project manager (ServiceNow Platform)

• 8+ years of ServiceNow Professional Services / Consulting experience • Ability to travel. • Own end-to-end delivery oversight of a portfolio of client engagements, ensuring consultants are performing against agreed SOW obligations (such as on-time/on-budget delivery) and customer expectations • Manage resource booking and scheduling across active engagements, coordinating with resource management and practice leads to maintain appropriate coverage and minimize gaps • Serve as the primary customer-facing contact — handling inbound requests around resourcing, schedule changes, invoicing queries, and general delivery concerns with professionalism and pace • Produce and distribute weekly/bi-weekly status reports across the portfolio, providing clear visibility of utilisation, risks, actions, and financial burn to both customers and internal leadership • Maintain accurate records of consultant time, scheduling confirmations, and SOW milestone tracking to support accurate and timely invoice processing • Monitor consultant performance and engagement health, escalating risks or concerns to Delivery Managers and Practice leadership in a timely manner • Support the onboarding and offboarding of resources, including access provisioning coordination, SOW familiarisation, and customer introductions • Maintain RIDAC logs and ensure actions are followed up consistently across the portfolio • Identify and flag scope creep, SOW deviations, or resourcing misalignments early, supporting Change Order processes where required • Collaborate with Finance and Commercial teams to reconcile actuals against contracted hours and support accurate revenue forecasting • Be the single contact to encourage collaboration and customer agreement on proposed solutions. • Mentor Customer Outcomes or Partner team members and identify gaps between actuals and plan of record, driving resolutions. • Understands core AI concepts, ethical considerations and platform capabilities, and can explain their application in customer contexts with support. • Creativity with comfort running projects independently and collaborating as needed • Success driving complex issues through analysis and resolution • ServiceNow Certifications (CSA/CAD/CIS) • PMP/Prince II certifications Good-to-Have • Industry domain expertise • Additional ServiceNow certifications • Experience managing resource scheduling across a multi-engagement portfolio, with the ability to balance competing priorities and last-minute changes • Confident communicator who is comfortable owning customer relationships at an operational level — able to manage expectations, handle difficult conversations, and build trust over time • Proficiency with project and resource management tooling like ServiceNow PPM/SPM will be a plus