ITSM Project Manager

About This Role

This ITSM Project Manager role involves leading the global rollout of an IT Service Management platform (ServiceNow) across multiple regions. The role focuses on driving day-to-day program execution, ensuring cross-regional alignment, and delivering all program milestones. This position requires strong project/program management skills and global coordination to successfully implement enterprise IT solutions.

Responsibilities

• Own and maintain the global project plan, including timelines, dependencies, and deliverables
• Lead end-to-end execution across regions and work streams
• Prepare and distribute program documentation, status reports, and executive updates
• Facilitate and lead cross-regional meetings across time zones, supporting early-morning and late-night sessions
• Coordinate translation or interpretation support as needed
• Serve as a central communication point for global teams and leadership
• Track and manage action items, risks, issues, and decisions (RAID)
• Escalate blockers promptly and ensure adherence to governance practices
• Support cross-regional alignment on risks, dependencies, and prioritization
• Prepare evaluation materials, decision decks, and executive summaries for approval cycles
• Host monthly Executive Status & Awareness Meetings
• Synthesize complex program details into concise executive-ready messaging
• Partner with IT leadership, technical leads, regional operations teams, and business owners
• Ensure alignment on requirements, impacts, and rollout readiness across all regions
• Support ongoing collaboration across diverse, multicultural teams

Requirements

• 10+ years of project/program management in global IT or enterprise platform implementations
• Strong experience coordinating across multiple regions and time zones
• Ability to navigate language and cultural barriers
• Exceptional organization, communication, and executive-level presentation skills
• Proficiency with project management tools (MS Project)
• Experience with ServiceNow, ideally ITSM or related workflows
• Must be onsite in Marysville, OH four (4) days per week

Qualifications

• 10+ years of project/program management in global IT or enterprise platform implementations

Nice to Have

• Familiarity with real-time translation support
• Experience with ITSM/ITIL-aligned processes
• Experience with global IT operations transformation
• Experience working with Japan/AO teams and comfort with regional cultural norms

Skills

* Required skills

Certifications