ServiceNow Senior Principal Technical Project Manager

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

TTEC Digital is seeking an experienced and highly skilled ServiceNow Senior Principal Technical Project Managerto join our IT services team. This a 100% remote opportunity!

As the ServiceNow Senior Principal Technical Project Manager, you will oversee and direct complex ServiceNow projects involving multiple internal and external stakeholders. This role requires a seasoned professional to ensure projects adhere to established methodologies, maintain stakeholder communication, and manage all project phases from initiation to completion. The ideal candidate will be adept at balancing project size, complexity, cost, urgency, risk, and stakeholder value while demonstrating leadership in guiding project teams to successful outcomes. 

• Project Leadership: Direct large, complex projects with multiple stakeholders. Create project charters, integrated project plans, resource plans, contingency plans, and other project management artifacts. 
• Methodology Compliance: Ensure all projects comply with company project methodology standards. 
• Stakeholder Communication: Update business stakeholders on project status, publish periodic project status reports, and brief key stakeholders on various aspects of initiatives. 
• Project Governance: Represent projects in governance and inter-department forums. Define and track project milestones while maintaining an integrated delivery plan. 
• Client Engagement: Lead client discussions on project plans and status, ensuring clients understand trade-offs related to budget, scope, schedule, and staffing. 
• Project Management: Manage day-to-day project activities using project management tools for effective delivery. Develop, enforce, and report on project status and timelines. 
• Financial Oversight: Responsible for project forecasts and financial reporting. 
• Cross-functional Collaboration: Work closely with various agency disciplines to ensure efficient project completion. 
• Risk Management: Evaluate and manage trade-offs between project size, complexity, cost, urgency, risk, and stakeholder value. Assess and resolve high-priority project risks. 
• Team Leadership: Build, lead, and coach multiple project teams throughout the project lifecycle. Facilitate operational checkpoints and ensure successful project outcomes. 
• Success Metrics: Partner with business sponsors to define success metrics and criteria. 

• 10+ years of Senior Project/Program Management experience within a consulting environment
• Demonstrated leadership experience in managing small teams and projects. 
• Bachelor’s Degree. 
• Ability to travel up to 30% (subject to current travel policies). 

• Excellent communication skills (both written and verbal) with strong presentation facilitation skills (MS Project, Visio, Word, PowerPoint, Excel, ServiceNow-PPM/ITBM). 
• 5+ years of Agile Scrum ServiceNow project management experience. 
• Extensive knowledge and expertise in project management methodologies and tools. 
• PMP/PMI Certification (preferred but not required). 
• Subject matter expert in ServiceNow products. 
• ITIL V3 or V4 Foundations Certification. 
• Ability to produce comprehensive documentation for both technical and customer-facing purposes. 
• Proven team player and team builder. 

This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  

Benefits available to eligible employees include the following: 

- Medical, dental, vision

- tax-advantaged health care accounts

- financial and income protection benefits

- paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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