Job Description

Techno-Functional Project Manager – Job Description

Role Summary

Leads day-to-day delivery management for the UNFI ServiceNow ITOM Service Mapping engagement. Owns plan execution across workstreams, coordinates workshops and stakeholder availability, manages wave cadence, tracks risks/issues/decisions, and ensures deliverables, documentation, UAT coordination, and handover activities are completed in line with the SOW.

Key Responsibilities

Own overall project plan, schedule, and governance across Initiation/Validations, Plan & Design, Build/Configure, Test & Validate, and Handover/Hypercare.

Plan and coordinate requirement workshops, validation sessions, dependency reviews, and UAT activities with UNFI stakeholders.

Manage wave execution (Waves 1–4) including readiness, entry-point validation, completion reporting, and stakeholder sign-offs.

Track and manage risks/issues/assumptions/dependencies; escalate as needed and ensure adherence to SOW change management approach.

Coordinate CMDB readiness discussions, credential/access validations, MID Server-related coordination, and cross-team actions.

Ensure deliverables quality and timeliness (kickoff deck, project plan, user stories, documentation, reports/dashboards, KT artifacts).

Lead communications cadence (status reporting, meeting notes, action tracking) and coordinate hypercare planning and closure/signoff.

Primary Deliverables / Outputs

Kickoff materials and approved project plan; refined workshop schedule and RACI alignment support.

Wave plan and status reporting (completion reports, defect/issue tracking, action logs).

Facilitation of user-story capture/validation and UAT coordination evidence.

Change Request (CR) log support and scope control artifacts (as applicable).

Handover plan, knowledge transfer schedule, and project closure/signoff documentation.

Core Skills

Strong project management in ServiceNow/ITOM engagements with both technical and business stakeholders.

Ability to run workshops, translate requirements into user stories, and manage delivery across multiple waves.

Experience with dependency management, credential/access readiness coordination, and risk/issue management.

Excellent communication, status reporting, and stakeholder management skills.

Working knowledge of ServiceNow ITOM Service Mapping/CMDB concepts sufficient to manage delivery and unblock teams.

Experience

Exp in project management; and managing ServiceNow platform projects.

Experience delivering wave-based implementations and managing UAT, documentation, and transition to BAU.

Experience operating in client environments with defined acceptance criteria and governance.

Tools / Technologies

Project planning tools (e.g., MS Project/Planner/Jira-equivalent)

MS Teams/Outlook

MS Word/PDF documentation

ServiceNow platform familiarity for reporting/visibility

Preferred Certifications

PMP or PRINCE2 (preferred)

ITIL Foundation (preferred)

ServiceNow CSA (nice-to-have)

Success Criteria (Measures of Effective Delivery)

Project milestones and wave deliverables achieved with clear stakeholder alignment and sign-offs.

Risks/issues are proactively managed; blockers are resolved quickly via effective coordination.

Documentation, KT, and hypercare readiness support a smooth handover and project closure.

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Do

- Delivery Management
- Ensure seamless delivery of the projects 
- Deploy optimum project delivery structure post transition/ migration phase by evaluating the budget, costs, risks and staffing requirement 
- Create quarterly project charter with well-defined weekly project trajectory as per the project specifications & requirements and ensure 100% adherence in terms of schedule, quality, efforts and costs 

- Ensure 100% compliance to Project SLAs, information security protocols and etc (all customers contractual obligations)
- Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA
- Liaise between customer and internal technical delivery team to drive project health by adhering to organizational norms of project metrics
- Drive various project related audits like quality, customer, ISO etc and ensure zero non-compliance
- Conduct periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations
- Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the program/ project requirement
- Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes
- Maintain project structure in Confluence & SAP in line with prevailing business requirements and norms
- Ensure expected ramp down (ERD) compliance as committed in MSA

- Client Relationship Management
- Engage with client to deploy opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients
- Conduct regular customer connects (meetings/ visits/ video- conference) and participate in Management Review Meetings (MRM) with client management/engagement managers to understand customers current and future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation
 

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Identify and close early warnings on a project to avoid any customer escalations
- Plan and conduct Quarterly Business Reviews (QBR) along with DMs/ ADH with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account
- Design and monitor project performance dashboards/ reports with the clients periodically

- Delivery governance across the project
- Create weekly/ monthly/ quarterly MIS and reports to monitor and track overall project
- Conduct periodic reviews with the delivery team on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects

- Identify and resolve potential risks or early warning signs on project delivery to drive for ZERO surprise escalations and eliminate any revenue leakage
- Escalate any deviations from the project charter to the delivery managers in terms of schedule, effort, cost, infrastructure from the project charter and minimize process exceptions and such deviations from the actual project plan
- Review and monitor revenue allocations/ realization to avoid OB revenue leakage
- Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at project/ program level during reviews highlighting any critical project escalations and potential risks

- Operational Excellence
- Automation Focus
- Perform pareto analysis as per the no. of incidents received and accordingly identify automation opportunities and drive value adds across the project
- Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery

- Interact and engage with tools team to bring in new tools in the project to automate certain pointers/ elimination of any noise in the project
 

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- Innovation Focus
- Brainstorm with the team to identify improvement opportunities and initiatives to further improve quality, delivery speed and productivity parameters
- Drive value adds and BVMs; ensure management showcases them to customer in MRM & QBR to drive growth

- Plan and conduct periodic idea campaigns to generate new solutions to the problems/ define better ways of working

- Drive and deploy Knowledge Management and sharing 
- Contribute in internal knowledge sharing initiatives at Wipro by driving internal training sessions, best practices, learnings, value adds and BVMs and deploys best practices in various projects within own account
- Deploy the Wipro's knowledge management portal across the account and monitor & track trainings

- Capability Development and Talent Pipeline Creation
- Demand forecasting in line with business requirements 
- Anticipate attrition and ensure right talent supply chain to deliver the project
- Spearhead quarterly demand forecasting and resource planning aligned to project requirements

- Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team
- Anticipate new skills/ upcoming technologies required to deliver the project and ensure the team is trained or right talent is inducted into the project as per the skill requirements

- Drive 100% compliance on trainings and upskilling requirements 
- Prioritize and identify essential and upcoming technical skills required across programs/ projects to facilitate and drive right supply chain
- Drive towards 100% mandatory training compliance for the target population within an account

- Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations
- Quarterly connect with critical talent to understand their career aspirations and create their learning maps along with project managers and HRBP

- Fresher engagement program
- Ensure a stable arrangement and assimilation of rookie within accounts in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc)

- Team Management
- Resourcing
- Forecast talent requirements as per the current and future business needs
- Hire adequate and right resources for the team

- Talent Management
- Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
- Build an internal talent pool and ensure their career progression within the organization

- Manage team attrition
- Drive diversity in leadership positions
- Performance Management
- Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
- Ensure that the Performance Nxt is followed for the entire team

- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team
- Track team satisfaction scores and identify initiatives to build engagement within the team

- Facilitate rewards and recognition to acknowledge the high performers in the team