Project Management Principal - ESM

JLL•Chicago, IL

1d•$180,000 - $225,000•Remote

About The Position

JLL is seeking a Senior Technical Program Manager to lead complex, enterprise scale initiatives on the ServiceNow platform within the Enterprise Service Management (ESM) portfolio. The initial and primary assignment for this role will be oversight over delivery of delivery of ITAM/HAM/SAM, CMDB, and data centric programs, with future opportunity to support other ESM initiatives as platform maturity increases. This role is designed for a Senior PgM who will oversee the work of multiple project managers, operate effectively with Enterprise Process Owners that are still maturing in ServiceNow platform literacy, and provide strong program governance, technical fluency, and disciplined risk management.

Requirements

7+ years of technical program or project management experience in large-scale IT environments.
Demonstrated leadership of ServiceNow HAM / SAM / ITAM / CMDB programs, including audit-driven and full lifecycle implementations, or heavily integrated data platforms.
Strong understanding of integrations, discovery, reconciliation concepts, and audit driven delivery (hands on configuration not required).
Proven experience delivering highly complex solutions with OOTB core functionality even when focused modules exist, designing governance and controls on the ServiceNow core platform.
Proven ability to operate effectively in environments with evolving functional ownership and platform maturity.
Advanced executive communication, including delivery risk escalation and scope trade-off and de-scoping decisions.
Experience managing global, cross-functional teams across multiple time zones.
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Strong background in discovery, Service Graph Connectors and Spokes, custom integrations, and CMDB data quality management.
Experience delivering audit sensitive or compliance driven programs.
Exposure to ServiceNow ITAM, CMDB, ITOM, or Security integrations.
Understanding of infrastructure and application mapping/discovery tools.
Experience in regulated or audit-heavy enterprise environments (real estate, financial services, public sector).
PMP, CSM, or equivalent certification.

Responsibilities

Lead the portfolio of ServiceNow ITAM/HAM/SAM, CMDB, and related integration programs, including audit driven initiatives.
Establish and maintain integrated delivery plans across process, data, integrations, discovery, reporting, and enablement workstreams, accomplishing thru project managers and managing projects themselves.
Own delivery velocity, dependency management, and milestone tracking across global teams.
Proactively manage delivery risk in data centric and audit exposed programs, including CMDB accuracy, reconciliation behavior, and integration dependencies.
Enforce scope discipline and sequencing to prevent uncontrolled expansion before foundational maturity is achieved.
Drive executive decision making through clear articulation of tradeoffs, risks, and impacts.
Drive structured stakeholder engagement across Leadership, Program Sponsors, Enterprise Process Owners, Operational Teams, Security, Infrastructure, and Business Owners.
Partner closely with Enterprise Process Owners who may lack deep ServiceNow functional capability, translating business intent into executable delivery plans.
Act as a stabilizing delivery layer between EPOs, architects, developers, and vendors.
Support the evolution of EPO maturity over time through structured engagement and clear operating models.
Manage executive alignment across AMER, EMEA, and APAC stakeholders operating in a global delivery model.
Coordinate delivery across ServiceNow modules including ITOM, CMDB, ITAM, Vulnerability Response, and integrations with cloud, endpoint, security, and infrastructure tooling.
Ensure alignment with broader platform strategy, roadmap sequencing, demand backlog, and architectural standards.
Maintain high standards for program documentation, decision records, risk logs, and audit artifacts.
Provide concise, executive ready status reporting and escalation.
Ensure program outputs can withstand internal audit, external audit, and executive scrutiny.