Sr. Technical Project Manager –CRM

About the Role 

We are seeking an experienced Technical Project Manager (TPM) to join our NowNext CRM Execution this role you will lead the planning execution and delivery of complex CRM & Industry Workflow implementations on the ServiceNow Now Platform working closely with customers partners and internal teams. 

Because NowNext CRM is a new category we welcome candidates with backgrounds in Salesforce Pega Microsoft Dynamics or Oracle CX who can apply their CRM expertise and quickly adapt to ServiceNow. Your leadership will ensure projects are delivered on time within scope andmost importantlyaligned to measurable business outcomes. 

This position requires a strong blend of technical understanding project management discipline and customer-facing leadership. You will partner with solution architects technical consultants and product teams to drive project success from initiation through go-live with a focus on quality adoption and value realization. 

Key Responsibilities 

• Lead end-to-end delivery of NowNext CRM projects ensuring alignment with customer goals technical requirements and best practices. 

• Develop and maintain project plans schedules risk registers RAID logs and communication strategies. 

• Serve as the primary point of contact for customers providing clear status updates issue resolution and escalation management. 

• Coordinate cross-functional delivery teams including internal consultants partner resources and customer stakeholders. 

• Manage project budgets forecasts and resource allocation to ensure efficiency and cost-effectiveness. 

• Facilitate technical and business discussions to translate requirements into actionable workstreams across sales CPQ/CLM order management service field service and AI agents. 

• Ensure adherence to ServiceNow delivery methodologies (NowCreate Rapid Development) while incorporating agile and hybrid approaches as appropriate. 

• Drive AI-first delivery by prioritizing agentic AI use cases (e.g. case deflection guided selling contract AI) and reporting on outcomes. 

• Capture lessons learned and contribute to continuous improvement of delivery playbooks and methodologies. 

Qualifications & Experience 

Required 

• 5 years of project management experience delivering enterprise SaaS or CRM/Industry solutions. 

• Proven track record managing multi-workstream technical implementations with large complex enterprises. 

• Strong understanding of CRM and industry workflows such as lead-to-cash customer service management CPQ/CLM and field service. 

• Experience delivering projects on at least one major CRM/workflow platform: 

• ServiceNow (preferred training provided for cross-platform candidates) 

• Salesforce Sales/Service/CPQ 

• Pega CRM/Case Management 

• Microsoft Dynamics Oracle CX or SAP CX (also valued). 

• Proficiency in project management tools (e.g. ServiceNows SPM MS Project Smartsheet Jira) and methodologies (Agile Hybrid Waterfall). 

• Excellent communication negotiation and stakeholder management skills with experience engaging C-level executives. 

• Experience managing third-party/partner resources in delivery engagements. 

Preferred 

• ServiceNow project experience particularly in Customer & Industry Workflows. 

• Certifications: ServiceNow CSA/CIS Salesforce Admin/Cloud/CPQ Specialist Pega CSA/CSSA or PMP/Prince2/SAFe. 

• Familiarity with NowCreate methodology and ServiceNows Expert Services ecosystem. 

• Technical background or the ability to engage in solution design discussions. 

• Industry expertise in telecom financial services insurance or public sector (our lighthouse verticals). 

Certification Requirements 

• ServiceNow Certified System Administrator (CSA) required within 90 days of hire. 

• Familiarity with NowCreate and ServiceNow delivery methodologies required within first 6 months. 

• A CIS certification (CSM FSM or Sales) is strongly encouraged within the first year to ensure effective governance of CRM delivery. 

Success in this Role Looks Like 

• You consistently deliver projects on time and within budget while exceeding customer expectations. 

• You drive measurable business outcomes such as: 

• 2040% reduction in lead-to-cash cycle times. 

• 2550% of Tier-1 requests automated by AI agents. 

• Improved CSAT/NPS and field first-time-fix rates. 

• You foster strong collaborative relationships between customers partners and internal teams. 

• You proactively identify risks and resolve them before they impact project success. 

• You champion a customer-outcome-focused mindset ensuring solutions deliver real value. 

Why Join Us 

As part of the NowNext CRM Execution Team youll be at the forefront of reshaping the CRM category with AI-powered workflows. This is a high-visibility role with a direct impact on lighthouse customer success and the future of ServiceNows CRM strategy. Youll bring your Salesforce Pega or ServiceNow expertise and help define the playbook for an entirely new way of working. 

Qualifications :

To be successful in this role you have:

Required 

• 5 years of project management experience delivering enterprise SaaS or CRM/Industry solutions. 

• Proven track record managing multi-workstream technical implementations with large complex enterprises. 

• Strong understanding of CRM and industry workflows such as lead-to-cash customer service management CPQ/CLM and field service. 

• Experience delivering projects on at least one major CRM/workflow platform: 

• ServiceNow (preferred training provided for cross-platform candidates) 

• Salesforce Sales/Service/CPQ 

• Pega CRM/Case Management 

• Microsoft Dynamics Oracle CX or SAP CX (also valued). 

• Proficiency in project management tools (e.g. ServiceNows SPM MS Project Smartsheet Jira) and methodologies (Agile Hybrid Waterfall). 

• Excellent communication negotiation and stakeholder management skills with experience engaging C-level executives. 

• Experience managing third-party/partner resources in delivery engagements. 

• Preferred 

• ServiceNow project experience particularly in Customer & Industry Workflows. 

• Certifications: ServiceNow CSA/CIS Salesforce Admin/Cloud/CPQ Specialist Pega CSA/CSSA or PMP/Prince2/SAFe. 

• Familiarity with NowCreate methodology and ServiceNows Expert Services ecosystem. 

• Technical background or the ability to engage in solution design discussions. 

• Industry expertise in telecom financial services insurance or public sector (our lighthouse verticals). 

•  

  Certification Requirements 

• ServiceNow Certified System Administrator (CSA) required within 90 days of hire. 

• Familiarity with NowCreate and ServiceNow delivery methodologies required within first 6 months. 

• A CIS certification (CSM FSM or Sales) is strongly encouraged within the first year to ensure effective governance of CRM delivery. 

• Success in this Role Looks Like 

• You consistently deliver projects on time and within budget while exceeding customer expectations. 

• You drive measurable business outcomes such as: 

• 2040% reduction in lead-to-cash cycle times. 

• 2550% of Tier-1 requests automated by AI agents. 

• Improved CSAT/NPS and field first-time-fix rates. 

• You foster strong collaborative relationships between customers partners and internal teams. 

• You proactively identify risks and resolve them before they impact project success. 

• You champion a customer-outcome-focused mindset ensuring solutions deliver real value. 

•  

  Why Join Us 

  As part of the NowNext CRM Execution Team youll be at the forefront of reshaping the CRM category with AI-powered workflows. This is a high-visibility role with a direct impact on lighthouse customer success and the future of ServiceNows CRM strategy. Youll bring your Salesforce Pega or ServiceNow expertise and help define the playbook for an entirely new way of working. 

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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