• Lead end‑to‑end delivery of ServiceNow implementations across ITSM and CSM • Partner with clients, architects, and delivery teams to drive successful outcomes from discovery through go‑live • Manage full lifecycle ServiceNow implementations (scope, schedule, budget, risk) • Lead discovery, scoping, and release planning with business and technical teams • Partner with Solution Architects to align requirements to platform best practices • Serve as primary liaison across clients, executives, and delivery teams • Provide governance, status reporting, and risk mitigation • Support public‑sector and 311 citizen‑service programs (preferred)