Program/Project Management Lead

Project Role: Program/Project Management Lead

Project Role Description: Manage overall delivery of a program or project to achieve business outcomes. Define project scope and monitor execution of deliverables. Communicate across multiple stakeholders to manage expectations, issues and outcomes.

Must have skills: Service Now Customer Service Management (CSM)

Good to have skills: NA

Minimum 12 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary:

As a Program/Project Management Lead, We are seeking an experienced Service Now Project Manager with strong expertise in the Customer Service Management (CSM) module of Service Now. The candidate will lead end-to-end implementation and enhancement projects, ensuring successful delivery of CSM solutions aligned with business objectives, timelines, and budgets.
This role requires strong stakeholder management, Agile delivery experience, and a solid understanding of Service Now CSM capabilities along with SLO & Integration hub.

Roles & Responsibilities:

• Project Leadership & Delivery
• Lead end-to-end implementation of Service Now CSM projects.
• Define project scope, goals, deliverables, timelines, and resource plans.
• Manage budgets, risks, issues, and dependencies.
• Ensure on-time, within-budget, and high-quality delivery.
• Stakeholder & Client Management
• Serve as the primary point of contact for business stakeholders and clients.
• Facilitate requirement workshops and solution discussions.
• Provide regular project updates, status reports, and executive summaries.
• Align business objectives with technical capabilities of Service Now CSM.
• CSM Implementation Oversight
• Oversee configuration of:
• Case Management
  • Knowledge Management
  • Omnichannel (Email, Chat, Virtual Agent)
  • Service Portal / Customer Portal
  • Entitlement & SLA management
• Ensure integration with ITSM, CRM systems, and external platforms.
• Basic understanding on SLO is a must.
• Agile & Governance
• Manage Agile/Scrum ceremonies (Sprint planning, stand-ups, retrospectives).
• Ensure adherence to SDLC and governance standards.
• Coordinate with architects, developers, QA, and integration teams.
• Track KPIs and ensure continuous improvement.
• Risk & Change Management
• Identify and mitigate project risks.
• Manage scope changes and change requests.
• Ensure smooth UAT, training, and go-live support.

Professional & Technical Skills:

• Service Now Certified Implementation Specialist – CSM
• PMP / PRINCE2 Certification
• Certified Scrum Master (CSM)
• ITIL v3/v4 Certification
• Strong leadership and stakeholder management
• Excellent communication and presentation skills
• Budget and financial management
• Risk and issue management
• Vendor and cross-functional team coordination
• Analytical and problem-solving mindset

Additional Information:

• Bachelor s degree in IT, Business, or related field.
• 7+ years of project management experience.
• 3+ years managing Service Now CSM implementations.
• Strong understanding of:
• Case lifecycle management
  • SLAs and entitlements
  • Customer portals and workflows
  • Integrations (REST/SOAP APIs)

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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