Project Manager I

9 - 12 Years
1 Opening
Hyderabad

Role Proficiency:

Perform end-to-end management of a single project up to TCV of 500K with time and effort based or deliverable based model; by delivering the agreed scope within the agreed timeline and cost. Ensure the success and acceptance criteria of the project are met enhancing customer satisfaction.

Outcomes:

Measures of Outcomes:

Outputs Expected:

Scope Management :

Estimation and Resource Planning:

Project/ Schedule Management:

Risk/Issue management:

Stakeholder Management:

Test and Defect Management :

Software Development Process Tools & Techniques:

Governance:

Domain / Industry Knowledge:

Technology Concepts:

Profitability Management:

Pricing Models:

Knowledge Management (KM):

Account Management Processes and Tools:

Solution Structuring:

Self-Development and Organizational initiatives:

Team Development:

Skill Examples:

Knowledge Examples:

• Technologies to be implemented within the project
  • Structured project management methodologies (e.g. agile techniques)

  • Estimation techniques

  • Metrics analysis and quantitative management

  • Root cause analysis

  • People management including goal setting growth aspects and coaching

  • Understanding of the quality and governance models of UST and the customer; aligning the deliverables to meet those standards
  
  
  Additional Comments:

  Job Title: ServiceNow Project Manager / Service Delivery Manager Location: All UST Locations (India) Experience: Minimum 10 Years in Project Management and functional exposure to ServiceNow Job Summary: We are seeking an experienced Project Manager / Service Delivery Manager with strong leadership, stakeholder management, and functional understanding of the ServiceNow platform. The SDM will be responsible for end-to-end service delivery oversight, ensuring operational excellence, client satisfaction, and adherence to agreed SLAs and KPIs. This role requires strong governance, coordination across cross-functional and technical teams, proactive issue resolution, and a focus on continuous improvement to ensure that delivery outcomes consistently align with business objectives. Key Responsibilities: Service Delivery & Operations Management Oversee end-to-end delivery of ServiceNow services and solutions, ensuring adherence to SLAs, OLAs, and contractual commitments. Ensure consistent service quality, operational stability, and timely issue resolution across all ServiceNow functions (ITSM, ITOM, HRSD, CSM, etc.). Monitor daily service operations through governance mechanisms, including stand-ups, service reviews, and performance tracking. Coordinate with technical, functional, and support teams to ensure effective prioritization and resolution of incidents, requests, and change activities. Track and report delivery metrics such as SLA compliance, ticket backlog, and customer satisfaction scores. Client & Stakeholder Engagement Act as the primary point of contact for the client for all delivery-related discussions and escalations. Build and maintain strong relationships with client stakeholders, understanding business needs and translating them into actionable delivery priorities. Conduct regular Service Review Meetings (SRMs) and ensure transparent communication of performance reports, risks, and improvement initiatives. Manage client expectations and proactively identify areas for value addition and operational excellence. Governance & Escalation Handling Lead daily/weekly stand-up calls, reviewing progress, blockers, and upcoming deliverables. Manage and resolve high-severity incidents or escalations, coordinating cross-functional teams to restore service and identify root causes. Drive adherence to established governance frameworks, ensuring compliance with company and client standards. Maintain detailed records of escalations, corrective actions, and preventive measures. Team Leadership & Coordination Provide leadership and direction to the ServiceNow delivery team, including developers, admins, and functional consultants. Align resources across multiple workstreams to meet project and operational goals. Mentor and guide team members, ensuring a collaborative, high-performance environment. Partner with Project Managers, Technical Architects, and Business Analysts for smooth coordination and delivery execution. Continuous Improvement & Strategy Identify opportunities for process improvement, automation, and optimization within ServiceNow operations. Implement service improvement plans and ensure continual service enhancement. Support transition and transformation initiatives to enhance service maturity. Contribute to roadmap planning, ensuring the alignment of delivery activities with evolving business and platform objectives. Required Skills & Experience: Minimum 10 years of total experience, with at least 5 years in IT Service Delivery Management. Strong functional understanding of the ServiceNow platform, including ITSM and related modules. Proven experience managing ServiceNow support and enhancement engagements for enterprise clients. Experience in managing SLAs, KPIs, and ITIL-based service operations. Sound knowledge of incident, problem, change, and request management processes. Hands-on familiarity with ServiceNow dashboards, reports, and performance analytics. Experience managing multi-vendor and geographically distributed teams. Proficiency in Agile/ITIL frameworks and service governance practices. Strong leadership, analytical, and stakeholder management skills. Excellent communication, presentation, and conflict-resolution abilities. Preferred Qualifications: ITIL v3/v4 Certification (mandatory or preferred) ServiceNow Certified System Administrator (CSA) or Implementation Specialist certification (preferred) Experience working in managed services or service operations delivery environments. Exposure to contractual service delivery management or enterprise service transformation programs. Soft Skills: Customer-centric mindset with a focus on proactive service improvement. Ability to manage multiple priorities in a fast-paced, dynamic environment. Strong problem-solving, negotiation, and decision-making skills. Excellent documentation and reporting abilities.

Project Management,Delivery Management,Servicenow