Technical Implementation Manager

Description and Requirements

Key Responsibilities :

Lead end-to-end implementation of ServiceNow solutions, covering project scoping, planning, execution, monitoring, and closure.

Manage cross-functional teams across multiple time zones, ensuring seamless coordination between IT, business, and external stakeholders.

Collaborate with customer transition teams , sales solution architects , and technical architects to translate customer deals into executable delivery roadmaps.

Own project governance setup including RACI, project org structures, risk registers, communication plans, and stakeholder engagement.

Ensure clarity on project goals, timelines, and budgets through detailed work breakdown structures and milestone schedules.

Act as the primary point of contact for project stakeholders, providing clear communication on solution design, deployment progress, and escalations.

Conduct regular status meetings and executive steering committee reviews to report on progress, issues, and risk mitigation plans.

Manage change requests, prioritization, and timelines in a dynamic environment.

Support project compliance with IT governance, quality standards, and change management protocols.

Leverage project management tools (e.g., Microsoft Project, Planner, JIRA) and maintain documentation and dashboards.

Maintain working knowledge of ServiceNow platform , including configuration, development, and integration best practices.

Provide delivery leadership for integrations involving third-party systems like Coupa , Dynamics 365 , or other SaaS platforms.

Required Qualifications :

Bachelor's degree in Computer Science, Information Technology, or a related field.

Minimum 10+ years of experience in IT Project / Program Management, including global ServiceNow implementations.

Proven experience in managing large, cross-functional project teams and multi-client engagements.

Strong understanding of Agile , Scrum , and hybrid delivery models.

Excellent skills in stakeholder management, communication, presentation, and customer engagement.

Hands-on experience with Microsoft Project , Excel, PowerPoint, and collaboration tools (e.g., Teams, Outlook).

Working knowledge of ServiceNow development / configuration and system integrations.

Strong problem-solving and analytical skills with a delivery-focused mindset.

Ability to work independently while managing multiple concurrent projects.

Preferred Qualifications :

PMP or PRINCE2 certification

ServiceNow CSA certification

Experience with Dynamics 365 , Coupa , or similar enterprise SaaS platforms

Familiarity with ITIL and ServiceNow ITSM / CSM modules

Experience working with regional customer teams in EMEA and managing cross-cultural teams

Skills Required

Coupa, Dynamics 365, Outlook, Scrum, Agile, Powerpoint, Excel, Microsoft Project, Servicenow, Jira