Full-Time Sr. Technical Project Manager – CRM

We are seeking an experienced Technical Project Manager (TPM) to join our NowNext CRM Execution Team. In this role, you will lead the planning, execution, and delivery of complex CRM & Industry Workflow implementations on the ServiceNow Now Platform, working closely with customers, partners, and internal teams.

Because NowNext CRM is a new category, we welcome candidates with backgrounds in Salesforce, Pega, Microsoft Dynamics, or Oracle CX who can apply their CRM expertise and quickly adapt to ServiceNow. Your leadership will ensure projects are delivered on time, within scope, and aligned to measurable business outcomes.

This position requires a strong blend of technical understanding, project management discipline, and customer-facing leadership. You will partner with solution architects, technical consultants, and product teams to drive project success from initiation through go-live, with a focus on quality, adoption, and value realization.

Key Responsibilities:

• Lead end-to-end delivery of NowNext CRM projects, ensuring alignment with customer goals, technical requirements, and best practices.
• Develop and maintain project plans, schedules, risk registers, RAID logs, and communication strategies.
• Serve as the primary point of contact for customers, providing clear status updates, issue resolution, and escalation management.
• Coordinate cross-functional delivery teams including internal consultants, partner resources, and customer stakeholders.
• Manage project budgets, forecasts, and resource allocation to ensure efficiency and cost-effectiveness.
• Facilitate technical and business discussions to translate requirements into actionable workstreams.
• Ensure adherence to ServiceNow delivery methodologies while incorporating agile and hybrid approaches.
• Drive AI-first delivery by prioritizing agentic AI use cases and reporting on outcomes.
• Capture lessons learned and contribute to continuous improvement of delivery playbooks and methodologies.

Qualifications & Experience Required:

• 5+ years of project management experience delivering enterprise SaaS or CRM/Industry solutions.
• Proven track record managing multi-workstream technical implementations with large, complex enterprises.
• Strong understanding of CRM and industry workflows.
• Experience delivering projects on at least one major CRM/workflow platform: ServiceNow (preferred), Salesforce, Pega, Microsoft Dynamics, Oracle CX, or SAP CX.
• Proficiency in project management tools and methodologies (Agile, Hybrid, Waterfall).
• Excellent communication, negotiation, and stakeholder management skills.
• Experience managing third-party/partner resources in delivery engagements.

Preferred:

• ServiceNow project experience, particularly in Customer & Industry Workflows.
• Certifications: ServiceNow CSA/CIS, Salesforce Admin/Cloud/CPQ Specialist, Pega CSA/CSSA, or PMP/Prince2/SAFe.
• Familiarity with NowCreate methodology and ServiceNow’s Expert Services ecosystem.
• Technical background or the ability to engage in solution design discussions.
• Industry expertise in telecom, financial services, insurance, or public sector.

Certification Requirements:

• ServiceNow Certified System Administrator (CSA) required within 90 days of hire.
• Familiarity with NowCreate and ServiceNow delivery methodologies required within first 6 months.
• A CIS certification (CSM, FSM, or Sales) is strongly encouraged within the first year.

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