IT Project Manager – Business Process Transformation with ServiceNow

IT Project Manager – Business Process Transformation with ServiceNow

About the Role

We are seeking an IT Project Manager to oversee the delivery of a business process improvement initiative involving the implementation of a digital platform for managing operational requests and communication between internal teams and external business partners.

The project focuses on replacing fragmented, manual communication with a structured solution that improves process efficiency, data visibility and service quality. The initiative will also support better reporting, identification of recurring issues and potential future automation.

Key Responsibilities

• Coordinate collaboration between business stakeholders, internal IT teams and external implementation partners.
• Develop and maintain project plans, milestones and delivery schedules in line with agreed objectives.
• Oversee project scope, budget, timelines, quality and performance indicators.
• Coordinate business acceptance testing, monitor outcomes and support the resolution of identified issues.
• Organize end-user training and facilitate the adoption of new processes and systems.
• Manage post-implementation support, knowledge transfer and transition to business-as-usual operations.
• Identify and manage project risks, dependencies and delivery challenges.
• Prepare progress reports and present project status, risks and key decisions to senior management and governance bodies.
• Ensure alignment between business requirements, technical delivery and operational readiness throughout the project lifecycle.

Requirements

• Experience managing IT projects involving system implementation and business process transformation.
• Proven ability to coordinate internal stakeholders, external vendors and multidisciplinary teams.
• Understanding of project planning, budget control, risk management, quality assurance and performance reporting.
• Experience coordinating user acceptance testing, training, change adoption and post-implementation activities.
• Strong organizational, communication and stakeholder management skills.
• Ability to translate business needs into delivery priorities and coordinate technical and business teams.
• Good command of English.

Nice to Have

• Experience with enterprise workflow management, customer service platforms or digital case management solutions.
• Familiarity with ServiceNow or comparable enterprise platforms.
• Experience working on SAP implementation or integration projects.
• Knowledge of process optimization, workflow automation or AI-supported business solutions.

Project Objectives

• Digitize and standardize the handling of operational requests.
• Improve communication, traceability and resolution of incoming inquiries.
• Increase process accuracy and reduce the need for repeated corrections.
• Reduce manual workload and improve operational efficiency.
• Enable data-driven analysis of recurring issues and performance trends.
• Create opportunities for further process improvement and intelligent automation.