ServiceNow Principal Project Manager

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 an experienced and highly skilled ServiceNow Principal Project manager to join our IT services team. This is a 100% remote opportunity!
As the ServiceNow Principal Project Manager you will oversee and direct complex ServiceNow projects involving multiple internal and external stakeholders. This role requires a seasoned professional to ensure projects adhere to established methodologies, maintain stakeholder communication, and manage all project phases from initiation to completion. The ideal candidate will be adept at balancing project size, complexity, cost, urgency, risk, and stakeholder value while demonstrating leadership in guiding project teams to successful outcomes. 

What You Will Do:

• Project Leadership: Direct large, complex projects with multiple stakeholders. Create project charters, integrated project plans, resource plans, contingency plans, and other project management artifacts. 
• Methodology Compliance: Ensure all projects comply with company project methodology standards. 
• Stakeholder Communication: Update business stakeholders on project status, publish periodic project status reports, and brief key stakeholders on various aspects of initiatives. 
• Project Governance: Represent projects in governance and inter-department forums. Define and track project milestones while maintaining an integrated delivery plan. 
• Client Engagement: Lead client discussions on project plans and status, ensuring clients understand trade-offs related to budget, scope, schedule, and staffing. 
• Project Management: Manage day-to-day project activities using project management tools for effective delivery. Develop, enforce, and report on project status and timelines. 
• Financial Oversight: Responsible for project forecasts and financial reporting. 
• Cross-functional Collaboration: Work closely with various agency disciplines to ensure efficient project completion. 
• Risk Management: Evaluate and manage trade-offs between project size, complexity, cost, urgency, risk, and stakeholder value. Assess and resolve high-priority project risks. 
• Team Leadership: Build, lead, and coach multiple project teams throughout the project lifecycle. Facilitate operational checkpoints and ensure successful project outcomes. 
• Success Metrics: Partner with business sponsors to define success metrics and criteria. 

What You Bring to The Role:

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Minimum Qualifications
• 5-10 years of Senior Project/Program Management experience within a consulting environment
• Experience leading large enterprise client projects with $100,000 - $2,000,000 in consulting services, including executive-level sponsorship, and reporting requirements.
• Demonstrated leadership experience in managing small teams and projects. 
• Bachelor’s Degree. 
• Ability to travel up to 30% (subject to current travel policies).
Preferred Qualifications
• Excellent communication skills (both written and verbal) with strong presentation facilitation skills (MS Project, Visio, Word, PowerPoint, Excel, ServiceNow-PPM/ITBM). 
• 3-5 years of Agile Scrum ServiceNow project management experience. 
• Extensive knowledge and expertise in project management methodologies and tools. 
• PMP/PMI Certification (preferred but not required). 
• Subject matter expert in ServiceNow products. 
• ITIL V3 or V4 Foundations Certification. 
• Ability to produce comprehensive documentation for both technical and customer-facing purposes.  

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