Technical Project Manager

Role Summary
The Technical Project Manager (TPM) reports to the Technical Program Management Office and leads cross-functional technology projects that deliver measurable business outcomes across Technology & Innovation (T&I).

This role requires experience delivering ServiceNow implementations and will initially support the rollout of the ServiceNow platform.The TPMwill play a key role in expanding Service Management capabilities across multiple departments including Legal Risk Accounting and other business functions.

Beyond theinitialimplementation this role will drive the continued evolution and adoption of technical service delivery initiatives ensuring scalable consistent and effective service management practices across the organization.

The TPM partners closely with ITSM process owners platform/product teams and Service Delivery leadership. While ITSM strategy and platform ownership remain with their respective teamsthe TPMensures successful execution alignment and delivery of initiatives.

Key Responsibilities

ServiceNow Implementation & Expansion

• Lead delivery of ServiceNow implementations coordinating across planning design configuration testing and go-live phases.

• Translate service management processes into structured project plans milestones and deliverables.

• Coordinate build and configuration activities across platform engineering and vendor teams.

• Supportonboarding ofnew departments and services into the ServiceNow platform including Legal Risk Accounting and other business units.

• Drive expansion of Service Management capabilities beyond IT into enterprise workflows.

Technical Service Adoption & Evolution

• Lead initiatives that driveadoptionof technical services tools and service delivery capabilities across the organization.

• Support the evolution of service delivery models ensuring alignment with business needs and operational scalability.

• Identifyopportunities to standardize improve and expand service management practices across teams.

Project Delivery & Execution

• Lead end-to-end delivery of cross-functional technology projects ensuring alignment to scope schedule budget and outcomes.

• Proactively manage risks issues and dependencies to ensure predictable delivery.

• Apply consistent project management practices across a portfolio of initiatives.

Stakeholder Engagement & Alignment

• Partner with T&I teams and business stakeholders to define project scope requirements and success criteria.

• Facilitate alignment across ITSM Product Infrastructure Operations and business teams.

• Provide clear communication on project status risks and outcomes.

Service Transition & Operational Readiness

• Coordinate service transition for new or enhanced services including support models SLAs and knowledge transfer.

• Partner with Service Delivery teams (L1/L2) to align intake triage escalation and support workflows.

Performance & Continuous Improvement

• Support tracking of SLAs KPIs and adoption metrics to measure service performance and user experience.

• Analyze trends andidentifyopportunities to improve service delivery effectiveness.

• Drive continuous improvement through structured delivery practices and lessons learned.

Vendor & Resource Coordination

• Coordinate internal resources and external partners to ensure successful delivery of project outcomes.

• Manage vendor performance deliverables and escalations as needed.

Skills & Capabilities

ServiceNow & Service Management Experience

• Proven experience supporting or leading ServiceNow implementations or similar service management platforms.

• Understanding ofIT service management concepts and their application across enterprise functions.

• Ability to coordinate Service Management expansion across multiple business domains (e.g. Legal Risk Finance).

Project Leadership & Execution

• Strong experience leading cross-functional technology projects with a focus on execution and delivery.

• Ability to manage scope timelines risks and dependencies in complex environments.

Stakeholder Engagement & Communication

• Strong communicationskills with the ability to engage technical and non-technical stakeholders.
  Ability to drive alignment across diverse teams and functions.

Technical Fluency

• Understanding ofenterprise applications SaaS platforms integrations and cloud environments.

• Ability to work effectively with technical teams without requiring hands-onconfigurationownership.

Change & Adoption Support

• Experience supporting organizational change including communication training and adoption of new tools and processes.

• Ability to driveadoptionof service delivery capabilities across business and technical teams.

Problem Solving & Adaptability

• Strong analytical and problem-solving skills with the ability toanticipateand resolve issues.
  Adaptable across delivery methodologies (Agile Waterfall Hybrid).

Qualifications

• Bachelors degree in Information Technology Computer Science Engineering Project Management ora relatedfield (or equivalent experience).

• 7 years of experience leading cross-functional technology projects in a Technical Project Manager or similar role.

• Experience delivering or supporting ServiceNow implementations or similar platforms.
  Proficiency in project management methodologies and tools (e.g. Agile Waterfall Jira MS Project Smartsheet).

• Strong understanding of enterprise business processes and workflows.

• Excellent communication stakeholder management and coordination skills.

• Experience managing vendors and external partners.

Preferred

• Experience expanding Service Management capabilities beyond IT into enterprise functions.

• Familiarity with ITIL concepts and service management practices.

• Experience working in environments with field or operations-based teams.

• Project Management certification (PMP PMI-ACP or CAPM).

Work Conditions
Hybrid role with remote work and periodic in-person collaboration.
Occasional domestic travel including visits to job sites or regional offices.

Why This Role
This role offers the opportunity to lead the implementation and expansion of ServiceNow as a core enterprise platform while driving the broader adoption of technical service delivery capabilities across the organization. It is ideal for a project manager who thrives in complex cross-functional environments and enjoys scaling impactful technology initiatives.