Project Manager, ServiceNow at BDO in Toronto, ON

Job description

Putting people first, every day BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a people-first culture with a high priority on your personal and professional growth. Your Opportunity BDO is seeking a Project Manager, ServiceNow to join our growing Solution Operations Advisory practice. As part of our expanding ServiceNow team, you will lead the successful delivery of client transformation initiatives focused on ServiceNow IT Service Management (ITSM), Customer Service Management (CSM), platform modernization programs, legacy service management migrations, security and risk implementations and AI-enabled projects. This replacement role is critical to helping organizations transform from traditional ticket-centric operations into modern, service-oriented, and experience-driven organizations. You will be responsible for leading project delivery from initiation through deployment and transition to operations, ensuring projects are delivered on time, within scope, and aligned to client business objectives. The successful candidate will work closely with ServiceNow Solution Architects, Consultants, Developers, and client stakeholders to establish project governance, manage delivery risks, coordinate resources, and drive successful outcomes across complex ServiceNow implementations. This is a highly collaborative, client-facing role that combines project leadership, stakeholder management, service management expertise, and ServiceNow delivery experience. Project Leadership & Delivery Management Lead ServiceNow implementation and transformation projects through all phases of the project lifecycle, including initiation, planning, execution, deployment, and transition to operations. Develop and manage project plans, schedules, budgets, resource allocations, governance documentation, and delivery roadmaps. Manage project scope, timelines, risks, dependencies, issues, and change requests while maintaining alignment to business objectives. Establish project governance frameworks and reporting mechanisms to ensure transparency and accountability across stakeholders. Facilitate project status meetings, steering committees, executive updates, workshops, and stakeholder forums. Coordinate activities across client teams, ServiceNow architects, consultants, developers, QA teams, and operational stakeholders. Ensure project deliverables meet quality expectations and align with client requirements and ServiceNow leading practices. Stakeholder Management & Client Advisory Build trusted relationships with client sponsors, business leaders, Product Owners, and technical stakeholders. Serve as the primary point of contact for project communications, escalations, governance, and issue resolution. Partner with clients to define project goals, success criteria, implementation strategies, and operating model considerations. Facilitate alignment between business and technical teams during planning, design, development, testing, and deployment activities. Provide guidance and recommendations on project approaches, service management transformation initiatives, and implementation best practices. ServiceNow Transformation Delivery Lead projects involving ServiceNow ITSM, Customer Service Management (CSM), workflow automation, platform modernization, and service transformation initiatives. Manage platform transition programs involving legacy service management platforms such as security and risk implementations, and AI-enabled projects. Coordinate functional discovery, solution design, testing, deployment, release planning, and operational readiness activities. Work closely with Solution Architects and Functional Leads to ensure business requirements are effectively translated into ServiceNow solutions. Monitor project health, identify risks ea