• Drive Outcome-Based ServiceNow Delivery • Manage projects focused on core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog). • Ensure delivery aligns to measurable operational improvements such as SLA attainment, reduced MTTR, improved change success rate, and strengthened CMDB maturity. • Coordinate cross-functional efforts spanning: ITOM (Discovery, Service Mapping, Event Management) ITAM (asset lifecycle management, compliance, inventory governance) HRSD (employee case management, service delivery workflows) • Maintain clear alignment between business objectives and platform execution. • Develop and manage detailed project plans aligned to contractual scope and customer requirements. • Track schedule, budget, risks, dependencies, and resource allocation. • Facilitate issue resolution and proactively manage project risks. • Support Agile/Scrum ceremonies and structured delivery practices. • Maintain documentation, reporting, and governance standards consistent with consulting best practices. • Build and maintain strong client and subcontractor relationships. • Serve as the primary point of contact for project stakeholders. • Communicate status, risks, and outcomes clearly and consistently. • Ensure delivery of high-quality work and a positive customer experience. • Provide performance feedback and development support to project team members. • Foster accountability, collaboration, and continuous improvement. • Promote Intact’s culture and values within each engagement.