[Remote] Project Management Principal - ESM

Note: The job is a remote job and is open to candidates in USA. JLL is a leading global provider of real estate and investment management services, seeking a Senior Technical Program Manager to lead complex initiatives on the ServiceNow platform within the Enterprise Service Management (ESM) portfolio. The role involves overseeing the delivery of ITAM/HAM/SAM, CMDB, and data-centric programs while ensuring strong program governance and stakeholder management.

Responsibilities

• Lead the portfolio of ServiceNow ITAM/HAM/SAM, CMDB, and related integration programs, including audit driven initiatives
• Establish and maintain integrated delivery plans across process, data, integrations, discovery, reporting, and enablement workstreams, accomplishing thru project managers and managing projects themselves
• Own delivery velocity, dependency management, and milestone tracking across global teams
• Proactively manage delivery risk in data centric and audit exposed programs, including CMDB accuracy, reconciliation behavior, and integration dependencies
• Enforce scope discipline and sequencing to prevent uncontrolled expansion before foundational maturity is achieved
• Drive executive decision making through clear articulation of tradeoffs, risks, and impacts
• Drive structured stakeholder engagement across Leadership, Program Sponsors, Enterprise Process Owners, Operational Teams, Security, Infrastructure, and Business Owners
• Partner closely with Enterprise Process Owners who may lack deep ServiceNow functional capability, translating business intent into executable delivery plans
• Act as a stabilizing delivery layer between EPOs, architects, developers, and vendors
• Support the evolution of EPO maturity over time through structured engagement and clear operating models
• Manage executive alignment across AMER, EMEA, and APAC stakeholders operating in a global delivery model
• Coordinate delivery across ServiceNow modules including ITOM, CMDB, ITAM, Vulnerability Response, and integrations with cloud, endpoint, security, and infrastructure tooling
• Ensure alignment with broader platform strategy, roadmap sequencing, demand backlog, and architectural standards
• Maintain high standards for program documentation, decision records, risk logs, and audit artifacts
• Provide concise, executive ready status reporting and escalation
• Ensure program outputs can withstand internal audit, external audit, and executive scrutiny

Skills

• 7+ years of technical program or project management experience in large-scale IT environments
• Demonstrated leadership of ServiceNow HAM / SAM / ITAM / CMDB programs, including audit-driven and full lifecycle implementations, or heavily integrated data platforms
• Strong understanding of integrations, discovery, reconciliation concepts, and audit driven delivery (hands on configuration not required)
• Proven experience delivering highly complex solutions with OOTB core functionality even when focused modules exist, designing governance and controls on the ServiceNow core platform
• Proven ability to operate effectively in environments with evolving functional ownership and platform maturity
• Advanced executive communication, including delivery risk escalation and scope trade-off and de-scoping decisions
• Experience managing global, cross-functional teams across multiple time zones
• Strong background in discovery, Service Graph Connectors and Spokes, custom integrations, and CMDB data quality management
• Experience delivering audit sensitive or compliance driven programs
• Exposure to ServiceNow ITAM, CMDB, ITOM, or Security integrations
• Understanding of infrastructure and application mapping/discovery tools
• Experience in regulated or audit-heavy enterprise environments (real estate, financial services, public sector)
• PMP, CSM, or equivalent certification

Benefits

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay

Company Overview