ServiceNow Project Manager / Delivery Manager

CGI•Baltimore, MD

14h•Onsite

About The Position

CGI Federal is seeking an experienced ServiceNow Project Manager / Delivery Manager to lead delivery, governance, and modernization efforts across enterprise ServiceNow programs in a fast-paced federal environment. This role is responsible for guiding cross-functional teams, coordinating complex implementation activities, driving platform strategy execution, and ensuring all project milestones, deliverables, and operational outcomes are achieved successfully.

Requirements

Ability to obtain and maintain a Public Trust clearance
Bachelor’s degree + 10 years of relevant IT or project management experience (or equivalent experience in lieu of degree)
8+ years leading project/program management in enterprise technology environments
Demonstrated experience delivering large-scale IT implementations, including governance, oversight, and executive stakeholder engagement
3+ years managing ServiceNow implementation programs within a federal agency or equivalent transformation environment
Working knowledge of ServiceNow administration/configuration, platform operations, and module functionality
Strong proficiency with MS Office, especially PowerPoint and Excel, for executive-level communication
Hands-on experience with project management tools such as Jira and MS Project
Exceptional communication, stakeholder management, organizational awareness, and problem-solving skills
Ability to work on-site, 5 days per week, in Woodlawn, MD

Nice To Haves

ServiceNow certifications (CSA, CAD, CIS‑ITSM, CIS‑SAM, CIS‑APM, etc.)
Experience interacting with SSA or other federal clients and familiarity with federal delivery cadence
Background in Agile, hybrid, or traditional project management frameworks
PMP, Scrum/Agile, SAFe, or related delivery certifications
Experience with ATO/security documentation, FedRAMP alignment, and platform governance
Demonstrated ability to manage matrixed teams and coordinate across architecture, development, operations, and business units

Responsibilities

Lead end-to-end delivery of complex ServiceNow initiatives across ITSM, ITOM (HAM/SAM), CMDB/Discovery, HRSD, CSM, CMP, and related modules.
Drive program governance, oversight, planning, and prioritization across multi-team and multi-vendor workstreams.
Build and manage detailed project schedules, RAID logs, dashboards, ROMs, and contract deliverables in alignment with federal standards.
Coordinate sprint ceremonies, release readiness, production deployment activities, integration planning, and UAT execution.
Facilitate stakeholder engagement across CIO offices, platform owners, PMOs, and business units to ensure alignment and transparency.
Deliver high-quality executive communication, status reports, modernization updates, and project health assessments.
Oversee dependency management, cross-team resource coordination, and issue escalation/resolution processes.
Ensure compliance with security/ATO documentation, platform governance, and user training/enablement requirements.
Support demand management, intake workflows, and enterprise ServiceNow portfolio management processes.