Senior Technical Project Manager- CRM

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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

Because Now Next 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 Service Now. Your leadership will ensure projects are delivered on time, within scope, and—most importantly—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.

• Lead end‑to‑end delivery of Now Next 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 work streams across sales, CPQ/CLM, order management, service, field service, and AI agents.
• Ensure adherence to Service Now delivery methodologies (Now Create, Rapid Development) while incorporating agile and hybrid approaches as appropriate.
• Drive AI‑first delivery by prioritizing agentic AI use cases (e.g., case deflection, guided selling, contract AI) and reporting on outcomes.
• Capture lessons learned and contribute to continuous improvement of delivery playbooks and methodologies.

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 such as lead‑to‑cash, customer service management, CPQ/CLM, and field service.
• Experience delivering projects on at least one major CRM/workflow platform:
  Service Now (preferred, training provided for cross‑platform candidates), Salesforce Sales/Service/CPQ, Pega CRM/Case Management, Microsoft Dynamics, Oracle CX, or SAP CX (also valued).
• Proficiency in project management tools (e.g., Service Now’s SPM, MS Project, Smartsheet, Jira) and methodologies (Agile, Hybrid, Waterfall).
• Excellent communication, negotiation, and stakeholder management skills, with experience engaging C‑level executives.
• Experience managing third‑party/partner resources in delivery engagements.

Preferred

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