Project Manager, ServiceNow

Putting people first, every day

BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a people-first culture with a high priority on your personal and professional growth.

Your Opportunity

BDO is seeking a Project Manager, ServiceNow to join our growing Solution Operations Advisory practice. As part of our expanding ServiceNow team, you will lead the successful delivery of client transformation initiatives focused on ServiceNow IT Service Management (ITSM), Customer Service Management (CSM), platform modernization programs, legacy service management migrations, security and risk implementations and AI-enabled projects.

This new role is critical to helping organizations transform from traditional ticket-centric operations into modern, service-oriented, and experience-driven organizations. You will be responsible for leading project delivery from initiation through deployment and transition to operations, ensuring projects are delivered on time, within scope, and aligned to client business objectives.

The successful candidate will work closely with ServiceNow Solution Architects, Consultants, Developers, and client stakeholders to establish project governance, manage delivery risks, coordinate resources, and drive successful outcomes across complex ServiceNow implementations.

This is a highly collaborative, client-facing role that combines project leadership, stakeholder management, service management expertise, and ServiceNow delivery experience.

Project Leadership & Delivery Management

• Lead ServiceNow implementation and transformation projects through all phases of the project lifecycle, including initiation, planning, execution, deployment, and transition to operations.
• Develop and manage project plans, schedules, budgets, resource allocations, governance documentation, and delivery roadmaps.
• Manage project scope, timelines, risks, dependencies, issues, and change requests while maintaining alignment to business objectives.
• Establish project governance frameworks and reporting mechanisms to ensure transparency and accountability across stakeholders.
• Facilitate project status meetings, steering committees, executive updates, workshops, and stakeholder forums.
• Coordinate activities across client teams, ServiceNow architects, consultants, developers, QA teams, and operational stakeholders.
• Ensure project deliverables meet quality expectations and align with client requirements and ServiceNow leading practices.

Stakeholder Management & Client Advisory

• Build trusted relationships with client sponsors, business leaders, Product Owners, and technical stakeholders.
• Serve as the primary point of contact for project communications, escalations, governance, and issue resolution.
• Partner with clients to define project goals, success criteria, implementation strategies, and operating model considerations.
• Facilitate alignment between business and technical teams during planning, design, development, testing, and deployment activities.
• Provide guidance and recommendations on project approaches, service management transformation initiatives, and implementation best practices.

ServiceNow Transformation Delivery

• Lead projects involving ServiceNow ITSM, Customer Service Management (CSM), workflow automation, platform modernization, and service transformation initiatives.
• Manage platform transition programs involving legacy service management platforms such as security and risk implementations, and AI-enabled projects.
• Coordinate functional discovery, solution design, testing, deployment, release planning, and operational readiness activities.
• Work closely with Solution Architects and Functional Leads to ensure business requirements are effectively translated into ServiceNow solutions.
• Monitor project health, identify risks early, and implement mitigation strategies to support successful delivery.

Change Management & Adoption

• Support organizational change and adoption initiatives throughout project delivery.
• Coordinate User Acceptance Testing (UAT), deployment readiness assessments, and go-live planning activities.
• Collaborate with functional teams to ensure training materials, communications, and user enablement activities are effectively executed.
• Support service transition and early life support activities following production deployment.
• Help clients realize value adoption through structured project governance and stakeholder engagement.

Governance & Continuous Improvement

• Establish and maintain project governance standards, delivery methodologies, and reporting practices.
• Monitor key project performance indicators and provide regular project reporting to clients and leadership teams.
• Identify opportunities to improve delivery processes, project controls, governance frameworks, and implementation methodologies.
• Contribute to reusable project assets, accelerators, templates, and best practices within BDO's growing ServiceNow Advisory practice.
• Support internal knowledge-sharing and practice development initiatives related to ServiceNow delivery and service management transformation.

How Do We Define Success For Your Role?

• You demonstrate BDO's core values through all aspects of your work: Integrity, Respect, and Collaboration.
• You understand your clients' industries, challenges, and opportunities; clients describe you as positive, professional, and delivering high-quality work.
• You identify, recommend, and are focused on effective service delivery to your clients.
• You foster an inclusive and engaging work environment that develops, retains, and attracts talent.
• You actively participate in the adoption of digital tools and innovative strategies that drive client and team success.
• You continuously grow your expertise through learning and professional development.
• You successfully deliver ServiceNow projects while maintaining strong stakeholder relationships and project governance.
• You proactively identify and mitigate project risks, helping clients achieve desired business outcomes.
• You contribute to the growth and maturity of BDO's ServiceNow and Solution Operations practices.

Your Experience and Education

• 5+ years of experience managing technology, enterprise application, digital transformation, or service management projects.
• Experience leading ServiceNow implementation, enhancement, upgrade, or transformation initiatives.
• Strong understanding of ServiceNow ITSM and/or Customer Service Management (CSM).
• Experience managing project scope, budgets, resources, timelines, risks, and stakeholder expectations.
• Knowledge of Agile, Waterfall, and hybrid project delivery methodologies.
• Strong understanding of ITIL principles and service management best practices.
• Proven experience managing cross-functional teams across business and technical environments.
• Experience supporting ServiceNow platform transitions from legacy service management solutions.
• Strong facilitation, leadership, presentation, and stakeholder management skills.
• Experience working directly with executive, operational, and technical stakeholders.
• Exposure to AI-enabled service management capabilities including workflow automation, intelligent routing, self-service, and digital service experiences.
• Bachelor's degree or diploma in Information Technology, Business Administration, Project Management, or a related discipline.

Preferred Qualifications

• Project Management Professional (PMP) certification.
• Certified Scrum Master (CSM) or equivalent Agile certification.
• ITIL Foundation or higher certification.
• ServiceNow Certified System Administrator (CSA) (nice to have)
• ServiceNow Certified Implementation Specialist (ITSM or CSM) (nice to have)
• Experience within consulting, advisory, managed services, or professional services environments.
• Experience with enterprise service management, service operations, and large-scale technology transformation programs.

The expected range of compensation for this role is $84,000 - $128,000 annually.

Why BDO?

Our people-first approach to talent has earned us a spot among Canada’s Top 100 Employers for 2026. This recognition is a milestone we’re thrilled to add to our collection of awards for both experienced and student talent experiences.

At BDO, our people experience is guided by three core pillars—Do work with genuine care, Do what matters with purpose, and Do what’s next - shaping how we support our people, serve our clients, and grow together.

Our firm is committed to providing an environment where you can be successful in the following ways:

• We enable you to engage with how we change and evolve, being a key contributor to the success and growth of BDO in Canada.
• We help you become a better professional within our services, industries, and markets with extensive opportunities for learning and development.
• We support your achievement of personal goals outside of the office and making an impact on your community.
• We foster a collaborative, inclusive environment where your ideas are valued, and you can do your best work with genuine care and purpose
• We encourage innovation and forward thinking, empowering you to embrace what’s next and help shape the future of our firm

Giving back adds up: Where company meets community. BDO is actively involved in our communities by supporting local charity initiatives. We support staff with local and national events where you will be given the opportunity to contribute to your community.

Total rewards that matter: We pay for performance with competitive total cash compensation that recognizes and rewards your contribution. We provide comprehensive benefits from day one, and a flexible personal time off policy. We’re committed to supporting your overall wellbeing and provide reimbursement for wellness initiatives that fit your lifestyle.

Everyone counts: We are committed to creating a workplace where employees can participate fully, contribute meaningfully and succeed without barriers. We are dedicated to fostering a workplace defined by respect, fairness, and a true sense of belonging for everyone. We recognize and celebrate the unique experiences, identities, and perspectives that each of us bring – and that these experiences strengthen how we work together. Our commitment extends to ensuring that our application process is both inclusive and accessible. If you require accommodation to complete the application process, please contact us.

Flexibility: All BDO personnel are expected to spend some of their time working in the office, at the client site, and virtually unless accommodations or alternative work arrangements are in place.

Our model is a blended approach designed to support the flexible needs of our people, the firm and our clients. It’s about creating work experiences that meet everyone’s needs and providing flexibility to adjust when, where and how we work to meet the expectations of our role.

Code of Conduct: Our Code of Conduct sets clear standards for how we conduct business. It reflects our shared values and commitments and includes guiding principles to help us make ethical decisions and maintain trust with each other, our clients, and the public.

BDO may use artificial intelligence enabled tools to support certain aspects of the recruitment process. While these tools assist our teams, our use of AI does not replace human decision making, and all employment-related outcomes are made by BDO personnel.

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