Outsourced Solutions and Managed Services Technical ServiceNow Project Manager

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You'll find an environment that inspires and empowers you to thrive both personally and professionally. There's no one like you and that's why there's nowhere like RSM.

Role Overview

RSM is a leading provider of audit, tax, and consulting services to middle-market businesses and entrepreneurs across a broad range of industries. RSM's Outsourced Solutions and Managed Services team provides a strategic bridge between business development, practice leadership, customers, and internal operations. This newly created team offers the opportunity to work in a startup type environment and help build the offering from the beginning and help shape the future of the Managed Services Practice.

We are seeking a highly skilled and experienced Technical Project Manager to oversee enhancement backlogs, change/release processes, and client deployments for the ServiceNow and Qualtrics platforms. This role combines hands-on technical delivery with structured project and service management practices, ensuring successful outcomes across planning, execution, governance, and service improvement.

Key Responsibilities

Project & Program Management

• Develop and maintain detailed project plans, schedules, and roadmaps for ServiceNow and Qualtrics enhancements and initiatives.
• Define scope, objectives, deliverables, timelines, and resource requirements for enhancements and deployments.
• Track progress against plans, proactively managing risks, issues, dependencies, and escalations.
• Facilitate project governance, including steering meetings, status reporting, and decision tracking.
• Ensure alignment of project outcomes with business priorities and client needs.

Backlog & Change Management

• Own and manage the team ServiceNow and Qualtrics enhancement requests and backlogs, prioritizing based on business value and strategic direction.
• Oversee change and release management processes, ensuring changes are tested, documented, and deployed successfully.
• Maintain a release calendar, coordinate deployments, and conduct post-implementation reviews.

Client Engagement & Delivery

• Serve as the primary point of contact for client account team stakeholders throughout deployments.
• Oversee the deployment of ServiceNow capabilities and functionality to RSM clients as part of a strategic initiative to ensure that all clients are managed using ServiceNow capabilities,  ensuring smooth transitions and minimal disruption.
• Configure and customize client dashboards and portals to meet requirements and enhance user experience.

Team Leadership & Collaboration

• Lead and collaborate with cross-functional project teams, including project analysts and business stakeholders, to ensure effective contributions to project objectives.
• Foster collaboration across service lines, ensuring alignment on priorities and resource use.

Reporting & Analytics

• Produce and present project and portfolio-level dashboards, KPIs, and performance reports.
• Conduct trend analysis to support continual service improvement and client success.

Service Improvement & Governance

• Identify opportunities for process optimization across ServiceNow, Qualtrics, and managed services delivery.
• Ensure compliance with best practice and organizational standards for project and change management.
• Drive adoption of best practices in project execution, service delivery, and release management.

Required Qualifications

• Minimum 5 years' experience as a Technical Project Manager managing enterprise platform implementations (ServiceNow, Qualtrics).
• Bachelor's degree in Information Technology, Business Administration, or related field (or equivalent experience).
• Demonstrated expertise in project planning, scheduling, governance, and reporting.
• ServiceNow Certified system Administrator (CSA) or higher.
• ITIL Foundation (or higher).
• Technical background in software development, systems integration, or ITSM platforms.
• Strong stakeholder management, communication, and facilitation skills in client-facing environments.
• Proficiency in project reporting and collaboration tools (Office 365, Smartsheet, dashboards).
• Ability to manage multiple projects and priorities in a fast-paced environment.

Preferred Skills

• Experience in managed services or consulting environments.
• Familiarity with the SIAM service management framework.
• Knowledge of agile delivery and iterative project management approaches.
• Proficiency with Power BI and collaboration tools including Mural.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life's demands, while also maintaining your ability to serve clients. Learn more about our total rewards at  

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.  

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email