Project Manager, CRM Transformation & ServiceNow Delivery

• Lead the migration of customer service operations from Salesforce CRM to the ServiceNow Customer Service Management (CSM) platform.
• Focused on the planning, execution, and successful delivery of a large-scale enterprise CRM transformation impacting multiple departments, business functions, customer support operations, and external service providers.
• Serve as the primary delivery lead responsible for coordinating stakeholders, managing project execution, driving business process transformation, and ensuring successful implementation of the ServiceNow platform across the organization.
• Requires a unique blend of program leadership, CRM expertise, ServiceNow platform knowledge, and hands-on solution delivery capability.
• Expected to actively participate in solution design, workflow development, platform configuration decisions, testing activities, and implementation planning.
• Comfortable operating at both the executive and technical levels, facilitating discussions with senior leadership while partnering directly with administrators, developers, business teams, vendors, and implementation partners.
• Coordinating the migration of multiple business units, workflows, integrations, and external partners into the ServiceNow ecosystem while ensuring business continuity, stakeholder alignment, and adoption throughout the transformation journey.

Customer Relationship Management (CRM), Project/Program Management, ServiceNow, Global Financial Markets, Customer Relationship Management (CRM), Project/Program Management, ServiceNow, Customer Service Management, Salesforce.com, Migration Strategy, * Successfully led one or more enterprise CRM migration programs from initiation through deployment.

• Extensive experience with ServiceNow, preferably Customer Service Management (CSM).
• Strong understanding of Salesforce CRM environments and migration strategies.
• Experience supporting contact centers, customer service organizations, or case management operations.
• Demonstrated success managing complex stakeholder environments with multiple business groups, vendors, and technology partners.
• Hands-on experience working within the ServiceNow platform, including workflow design, requirements translation, testing, and implementation support.
• Ability to quickly assess existing processes, identify improvement opportunities, and drive execution with minimal oversight., * 8 -10+ years of experience managing enterprise technology, CRM, or customer service transformation programs.
• Demonstrated experience leading at least one large-scale CRM migration or platform transformation initiative.
• 5+ years of experience working within customer service, contact center, case management, or customer experience environments.
• 3+ years of direct experience with ServiceNow applications, with preference given to experience supporting.

ServiceNow Customer Service Management (CSM):

• Experience managing third-party vendors, implementation partners, and cross-functional stakeholder groups.
• Experience leading requirements gathering, process redesign, testing, deployment, and post-implementation stabilization efforts.