ServiceNow Service Delivery Project Manager- Remote or Hybrid | Cary, North Carolina

We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more.

About the job

The ServiceNow Service Delivery Project Manager is responsible for leading project delivery, planning, and coordination across the ServiceNow Platform and Product portfolio. This role ensures the successful execution of initiatives and projects supporting SAS’s ServiceNow modernization program, with an emphasis on CSM, ITSM, ITOM, and Platform.

This position combines project management discipline with platform and product understanding to align stakeholders, manage timelines, mitigate risks, and ensure that all ServiceNow projects deliver measurable value, stay out-of-the-box (OOTB), and align with the Platform + Product + DevOps operating model.

As a ServiceNow Service Delivery Project Manager, you will:   

Project Delivery & Execution

• Manage end-to-end delivery of ServiceNow projects and enhancements across Platform, CSM, ITSM, ITOM, and other products.
• Develop and maintain project plans, timelines, and milestones to ensure on-time delivery of all initiatives.
• Coordinate activities across internal teams (Platform, Product, Security, Infrastructure, Managed Cloud Services) and external partners.
• Drive project kickoff, execution, and closeout activities in accordance with CIS project delivery standards.
• Track and report project progress, risks, and dependencies to leadership and stakeholders.
• Ensure all applicable security policies and processes are followed to support the organization's secure software development goals. 

Stakeholder Management & Communication

• Serve as the primary point of contact for ServiceNow project communications across CIS, MCS, Tech Support, and other business stakeholders.
• Partner with Business Stakeholders, Architects, Business Systems Analysts, and federated product development teams to align priorities and resource planning.
• Prepare and present clear, concise status updates to leadership, including SteerCo and governance boards.
• Facilitate cross-functional collaboration and remove roadblocks impacting delivery.

Governance, Risk & Financial Management

• Ensure adherence to governance processes, including ARB and CCB reviews for design and implementation.
• Track project budgets, resource allocations, and vendor deliverables in alignment with CIS financial management processes.
• Identify and manage project risks, issues, and change controls proactively.
• Partner with the ServiceNow OCM, Comms & Training Leads to ensure adoption, readiness, and communication plans are integrated into delivery.

Continuous Improvement & Platform Alignment

• Ensure project work adheres to ServiceNow best practices and SAS’s commitment to OOTB design.
• Contribute to portfolio and roadmap planning, identifying efficiencies and opportunities for improvement.
• Support post-implementation reviews and continuous improvement efforts across the ServiceNow Platform.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Required qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business or related field (or equivalent experience).
• 7+ years of experience in IT project, program or product management, including 3+ years leading enterprise ServiceNow projects.
• Proven ability to manage multiple, complex initiatives across cross-functional teams in a matrixed environment.
• Strong understanding of ITIL processes and ServiceNow capabilities (ITSM, CSM, ITOM).
• Experience with Agile, Scrum, or hybrid delivery methodologies.
• Excellent organizational, communication, and stakeholder management skills.
• An equivalent combination of related education, training, and experience may be considered in place of the above qualifications. 

Additional competencies, knowledge and skills

• PMP, Agile, SAFe, CSM, or ITIL certification.
• ServiceNow Project Management or Implementation Specialist certification (preferred).
• Experience managing third-party partners and vendor engagements.
• Strong understanding of the ServiceNow platform lifecycle and upgrade process.

World-class benefits  

Highlights include...

• Comprehensive medical, prescription, dental and vision plans.
• Medical plan options include:
  • PPO with low annual deductible and copays.
  • HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
• Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
• An industry-leading 401k plan.
• Tuition Assistance Program and programs and resources to support your development
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off, parental leave and unlimited paid sick days.
• Generous childcare benefits for all full-time employees.

You are welcome here.

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to any characteristic protected by law. Read more: Know Your Rights. 

Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.

Let's stay in touch! Join our Talent Community to stay up to date on company news, job updates and more.

#SAS