Job Summary: The Senior Project Manager/Leader will lead the design, configuration, customization, implementation, and ongoing support of the Service

Now Digital Product Release Management (DPRM) solution within complex enterprise IT environments.

This role involves facilitating stakeholder collaboration, driving IT Service Management (ITSM) process improvements, and ensuring alignment with ITIL best practices to enhance release governance and operational efficiency.

Responsibilities: Lead the design, configuration, and implementation of the Service

Now DPRM solution including workflows, approval processes, and automation.

Facilitate stakeholder workshops to gather requirements and translate business needs into scalable Service

Now solutions.

Customize and maintain Service

Now platform capabilities such as Flow Designer, business rules, UI policies, dashboards, and performance analytics.

Design and implement integrations between DPRM, Change Management, CMDB, Strategic Portfolio Management, Dev

Ops tools, CI/CD pipelines, and other enterprise systems.

Support the full solution delivery lifecycle including requirements analysis, testing, deployment, and ongoing production support.

Establish and maintain enterprise release governance processes including planning, scheduling, risk assessment, dependency management, and post-release reviews.

Develop and deliver training materials, documentation, and knowledge transfer sessions to support user adoption and operational sustainability.

Provide expert guidance on ITSM, Release Management, governance, and Service

Now best practices to support organizational goals.

Required Skills & Certifications:



Minimum seven years of experience delivering ITSM solutions in large enterprise environments.

At least five years of hands-on Service

Now experience including configuration, customization, administration, and ITSM module implementation.

Proven ability to facilitate stakeholder engagement and translate business requirements into technical solutions.

Strong knowledge of ITIL and ITSM best practices including Incident, Change, Release, Problem, Service Request, Configuration, Service Level, Availability, Capacity, and Continuity Management.

Advanced skills configuring Service

Now workflows, Flow Designer, business rules, client scripts, UI policies, dashboards, reports, and performance analytics.

Experience designing and implementing integrations using Service

Now APIs with enterprise systems and Dev

Ops tools.

Strong understanding of Systems Development Lifecycle (SDLC) methodologies.

Experience establishing enterprise release governance including release planning, scheduling, risk and dependency management.

Knowledge of enterprise technology environments such as cloud services, network infrastructure, cybersecurity, telecommunications, and collaboration platforms.

Service

Now Certified System Administrator (CSA) certification required.

Preferred Skills & Certifications: Experience with Service

Now Digital Product Release Management (DPRM) or equivalent Release Management solutions.

Public sector experience.

Special Considerations: Up to three days onsite work per week, subject to hiring manager''s discretion.

Scheduling: Standard work schedule with potential for flexible schedule based on project needs.

📌 ServiceNow Release Management Consultant (Toronto)
🏢 vTech Solution
📍 Toronto