Outsourced Solutions and Managed Services Technical ServiceNow Project
- RSM US in India
- 5 - 10 years
- Bengaluru
- 5 months ago
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Job Description
Outsourced Solutions and Managed Services Technical ServiceNow Project Manager
Role Overview
RSM is a leading provider of audit, tax, and consulting services to middle-market businesses and entrepreneurs across a broad range of industries. RSMs Outsourced Solutions and Managed Services team provides a strategic bridge between business development, practice leadership, customers, and internal operations. This newly created team offers the opportunity to work in a startup type environment and help build the offering from the beginning and help shape the future of the Managed Services Practice.
We are seeking a highly skilled and experienced Technical Project Manager to oversee enhancement backlogs, change/release processes, and client deployments for the ServiceNow and Qualtrics platforms. This role combines hands-on technical delivery with structured project and service management practices, ensuring successful outcomes across planning, execution, governance, and service improvement.
Key Responsibilities
Project & Program Management
- Develop and maintain detailed project plans, schedules, and roadmaps for ServiceNow and Qualtrics enhancements and initiatives.
- Define scope, objectives, deliverables, timelines, and resource requirements for enhancements and deployments.
- Track progress against plans, proactively managing risks, issues, dependencies, and escalations.
- Facilitate project governance, including steering meetings, status reporting, and decision tracking.
- Ensure alignment of project outcomes with business priorities and client needs.
Backlog & Change Management
- Own and manage the team ServiceNow and Qualtrics enhancement requests and backlogs, prioritizing based on business value and strategic direction.
- Oversee change and release management processes, ensuring changes are tested, documented, and deployed successfully.
- Maintain a release calendar, coordinate deployments, and conduct post-implementation reviews.
Client Engagement & Delivery
- Serve as the primary point of contact for client account team stakeholders throughout deployments.
- Oversee the deployment of ServiceNow capabilities and functionality to RSM clients as part of a strategic initiative to ensure that all clients are managed using ServiceNow capabilities, ensuring smooth transitions and minimal disruption.
- Configure and customize client dashboards and portals to meet requirements and enhance user experience.
Team Leadership & Collaboration
- Lead and collaborate with cross-functional project teams, including project analysts and business stakeholders, to ensure effective contributions to project objectives.
- Foster collaboration across service lines, ensuring alignment on priorities and resource use.
Reporting & Analytics
- Produce and present project and portfolio-level dashboards, KPIs, and performance reports.
- Conduct trend analysis to support continual service improvement and client success.
Service Improvement & Governance
- Identify opportunities for process optimization across ServiceNow, Qualtrics, and managed services delivery.
- Ensure compliance with best practice and organizational standards for project and change management.
- Drive adoption of best practices in project execution, service delivery, and release management.
Required Qualifications
- Minimum 5 years experience as a Technical Project Manager managing enterprise platform implementations (ServiceNow, Qualtrics).
- Bachelors degree in Information Technology, Business Administration, or related field (or equivalent experience).
- Demonstrated expertise in project planning, scheduling, governance, and reporting.
- ServiceNow Certified system Administrator (CSA) or higher.
- ITIL Foundation (or higher).
- Technical background in software development, systems integration, or ITSM platforms.
- Strong stakeholder management, communication, and facilitation skills in client-facing environments.
- Proficiency in project reporting and collaboration tools (Office 365, Smartsheet, dashboards).
- Ability to manage multiple projects and priorities in a fast-paced environment.
Preferred Skills
- Experience in managed services or consulting environments.
- Familiarity with the SIAM service management framework.
- Knowledge of agile delivery and iterative project management approaches.
- Proficiency with Power BI and collaboration tools including Mural.
Job Classification
Industry: BankingFunctional Area / Department: Project & Program ManagementRole Category: Technology / ITRole: IT Project ManagerEmployement Type: Full timeContact Details:
Company: RSM US in IndiaLocation(s): Bengaluru
Keyskills: Technical Project Management Power BI project scheduling project reporting ITIL agile delivery project planning SIAM service management
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