RQ00793 - Project Manager/Leader - Senior

Senior Project Manager / Leader – ServiceNow

Contract: 1 Year
Pay Rate: $110–$115/hr Inc.
Location: Metro Hall, 55 John Street, Toronto, ON M5V 3C6 – 15th Floor
Work Model: Hybrid – minimum 3 days/week onsite
Project: ServiceNow Digital Product Release Management (DPRM)

Role Overview

We are seeking a Senior Project Manager / Leader – ServiceNow to lead the design, configuration, customization, implementation, and support of a ServiceNow Digital Product Release Management (DPRM) solution for a large enterprise environment.

The successful candidate will work closely with business stakeholders, product owners, project teams, and technical teams to deliver scalable Release Management solutions aligned with ITIL and enterprise ITSM best practices.

Key Responsibilities

• Lead the design, configuration, customization, and implementation of ServiceNow DPRM.
• Facilitate stakeholder workshops, requirements gathering, and business process reviews.
• Configure ServiceNow workflows, Flow Designer, Business Rules, Client Scripts, UI Policies, forms, notifications, dashboards, and reports.
• Design and support integrations with Change Management, CMDB, SPM, DevOps, CI/CD tools, and other enterprise systems.
• Establish release governance, including release calendars, scheduling, risk/dependency management, and deployment coordination.
• Support solution testing, deployment, production support, and continuous improvement.
• Develop documentation, training materials, operational procedures, and knowledge-transfer resources.
• Provide expert guidance on ServiceNow, ITSM, Release Management, ITIL, and enterprise governance.

Required Qualifications

• 7+ years delivering IT Service Management solutions in large, complex enterprise environments.
• 5+ years hands-on ServiceNow experience, including configuration, customization, administration, and implementation.
• Experience with ServiceNow DPRM or equivalent Release Management solutions.
• Strong knowledge of ITIL/ITSM, including Incident, Change, Release, Problem, Request, CMDB, and Service Level Management.
• Strong experience with ServiceNow workflows, Flow Designer, Business Rules, scripting, dashboards, reporting, and Performance Analytics.
• Experience with ServiceNow integrations, APIs, DevOps tools, and CI/CD pipelines.
• Strong understanding of SDLC, testing, deployment, and production support.
• Excellent communication, facilitation, stakeholder management, and problem-solving skills.
• Ability to work independently and within cross-functional teams.

Certification

• ServiceNow Certified System Administrator (CSA) – Required

Key Deliverables

• Implement and configure the ServiceNow DPRM solution.
• Develop release workflows, governance controls, automation, reporting, and dashboards.
• Implement enterprise integrations.
• Establish release management processes and governance.
• Support testing, deployment, and production readiness.
• Deliver documentation, training, and knowledge transfer.
• Recommend improvements to release management processes and ITSM practices.

Work Arrangement

This is a hybrid role. The successful candidate is expected to work a minimum of 3 days per week onsite at Metro Hall, Toronto, with the remaining time remote, in accordance with the City's Hybrid Work Program.