Lenovo

Role – ServiceNow Implementation Lead, North America Region

Experience – Min of 12 years of overall experience

Location – Bangalore, India

Work Shift – 6pm – 3am (NA), Needs to be flexible

We are seeking an experienced Implementation Manager with a proven track record of success in managing cross-functional projects and driving project teams towards achieving well-defined project goals. The ideal candidate will have a global perspective and experience in working with diverse clientele, with excellent leadership qualities to enhance team performance.

Responsibilities:

Lead and manage end-to-end ServiceNow implementation projects for globally diverse clientele, including project planning, execution, monitoring, and controlling. Form and engage teams with common, well-defined project goals, using leadership qualities to enhance team performance, and influencing the behavior of project team members to collaborate in achieving project objectives. Manage and coordinate resources, tasks, and deliverables across different regions, time zones, and clients, ensuring successful project delivery. Collaborate closely with regional customer transition teams and sales solution architects to review customer deal pipeline and build an implementation roadmap for the region. Work closely with technical solution architects to certify the deal scope and budget, and ensure alignment with project goals. Prepare project plans, work breakdown structures, milestone schedules, risk mitigation plans, and communication management plans in partnership with functional owners. Coordinate the setup of overall project governance, including project org charts, roles, responsibilities, RACI charts, and stakeholder management, for each assigned project. Act as the primary contact for the project, clearly articulating design, installation, and operational concepts and solutions to stakeholders. Conduct recurring customer reviews addressing scope, schedules, issues, actions, risks, and stakeholder expectations. Prepare for and present at appropriate project steering committee meetings. Work closely with business stakeholders, customers, IT, and support teams to drive the lifecycle of implementation, identifying implementation risks early, developing mitigation plans, and driving change. Ensure compliance with project management best practices, process management, improvement practices, change management process, and operational services. Manage change requests and prioritization in a fast-changing environment, and adapt project plans accordingly. Stay proficient in MS Office (Word, Excel, PowerPoint), Outlook, and project/program management tools, and leverage them to optimize project delivery. Possess experience in ServiceNow development and configuration, and have a techno-functional understanding of system integrations and experience in implementing solutions in Dynamics 365 or other SaaS platforms.

Requirements:

Bachelor’s degree in computer science, Information Technology, or related field. PMP certified, hands-on experience on tools like Microsoft Project Planner, creating Gantt chart etc. Minimum of 10+ years of experience in a technical project/program management role, managing cross-functional projects, end-to-end implementation, and deployment. Extensive experience in project/program management, resource management, scheduling, planning, deployment, support, and training. Strong understanding of Agile and Scrum processes, with experience in leading teams located in multiple regions as an added advantage. Excellent communication, stakeholder management, and presentation skills. Ability to identify implementation risks early, develop mitigation plans, and drive change. Techno-functional experience in system integrations will be an added advantage. Experience with project/program management tools will be an added advantage. Ability to cover North America time zone to attend customer meetings and cadence. Ability to work closely with regional customer transition teams and sales solution architects to review customer deal pipeline and build an implementation roadmap for the region. Ability to work closely with technical solution architects to certify the deal scope and budget. Ability to manage multiple clients and a global client base, with strong knowledge of Agile and Scrum processes. Results-oriented mindset, with a focus on driving outcomes and delivering value to stakeholders while ensuring adherence to quality standards and best practices. CSA certification in ServiceNow is an added advantage.