Project Manager - ServiceNow
Apply NowCompany: Veracity Solutions
Location: Victoria, BC V8N 6N8
Description:
Project Manager IT-related Level 3
8:00 am to 4:30 pm PST Monday to Friday.
This position is a hybrid opportunity, successful proponent will be expected to work within Canada for data security reasons. There may be a requirement to be in the Victoria, BC office (4000 Seymour Place) once per month. Please note that no expenses are permitted in this contract.
# of Positions: 1
Standard Hours Per Day: 8.00
Estimated Work Days: 127.00
Requisition Name: PM Services - SMTP
Location of Services: Victoria, BC
Project Overview: The Service Management Transformation Program (SMTP) is a multi-year transformation of IT service management operations. The SMTP involves moving our IT services into a ServiceNow application.
Estimated Work Start Date: 07-Apr-2025
Estimated Work End Date: 30-Sep-2025
Project Name: Service Management Transformation Program
Requirement Detail/Qualifications
In addition to the qualifications and demonstrated expertise on projects with the characteristics described for PM Levels 1 through 3, the IT-related Project Management Consultants are expected to have an undergraduate degree in information technology, sciences, engineering or other technology related field;
have IT -related project experience; and have knowledge and use of the systems development life-cycle.
The Project Manager at Experience Level 3 is expected to interact at the middle management (Director) level and make presentations to senior management while assuming responsibility for smaller business or information technology projects within government. The Junior Project Manager is expected to:
a) have a minimum of one (1) year of experience within the last four (4) years as a Junior Project Manager;
b) have a college or high school diploma;
c) preferably have a PMI - Certified Associate in Project Management (CAPM) designation;
d) have ability to make effective use of technology (e.g. special product knowledge such as Microsoft Project);
e) provide project examples that clearly demonstrate experience on at least three (3) projects of three (3) months or longer duration which includes interaction with a cross discipline team represented by several interested parties within a Ministry;
f) provide project examples in a single discipline such as procurement, finance, risk management; and
g) provide project examples that clearly demonstrate a track record of successfully delivering low complexity projects (under $250,000 in value and greater than three (3) months in duration).
The Project Manager at Experience Level 3 will possess demonstrated expertise on projects with the following characteristics:
a) low complexity (e.g. stable business environment with clear scope and minimal chance for change);
b) multiple stakeholders (typically involving interaction with a cross discipline team represented by several interested parties within a ministry);
c) routine timelines and budgets generally not exceeding $250,000 and under six (6) months in duration; and
d) impacts may be to all of a ministry.
When presenting Project Managers, Respondents should consider the following:
a) Each Project Manager specialization will be considered a Service Area;
b) Each time that a Consultant is presented at a Project Management specialization at an appropriate Experience Level will be considered as one of the permitted three (3) Consultants allowed at each Service Area/Experience Level;
c) If a Consultant is presented for more than one Project Management specialization, one complete Consultant particulars file (consisting of Appendix C, Appendix E and resume) is required for each Project Manager specialization; and
d) If a Consultant is presented at more than one Experience Level, a separate Consultant particulars file is required for each Level.
The Proposal should demonstrate the proposed Resource has at least 5 years' experience, within the past 10 years (as of the Closing Date of this RFP) with:
a) Developing ServiceNow solutions for large public sector organizations, which may include but is not limited to a Province, municipality, state, or federal government entity, with complex Service Portal and Request Fulfilment requirements;
b) Leading projects with an Agile-Scrum framework (SAFe) through stages of project planning, development and implementation. Collaborating with business stakeholders as well as other product delivery teams within an Agile framework and with Agile project teams;
c) Experience leading and resolving complex staff, client and vendor issues;
d) Experience establishing collaborative relationships at a strategic level with executives and contractors;
e) Supervising and providing inspirational leadership. Correcting and motivating staff when necessary;
f) Leading organizational change associated with system or process implementations;
g) Implementing new or major transformations of an organization's core business with multiple delivery components; and
h) Directing, planning and managing project requirements to ensure efficient, effective and economical deliver of services.
The mandate for SMTP focuses on transforming IT service operations to ensure a superior customer experience and contribute to the success of government programs. It also includes the integration of IT service management for shared government IT infrastructure and services. SMTP includes both project and operations work and the team is currently comprised of Ministry staff, resources contracted via previous RFP's, and the Province's vendor service delivery partners.
The new toolset also included a business user portal and a configuration management database (CMDB). The toolset is to be linked to numerous other systems used throughout government, which includes CAS - Oracle based financial system as well as case exchanging with other vendor partner Service Now instances.
Over the next 6 months we will be onboarding multiple complex services and the Project Manager will need to work with government employees, contracted resources and client stakeholders. This includes oversight of program increments, backlog grooming, prioritization and net new service onboarding. Making sure we are following best practices, standards and building for future facing services.
The Project Manager is required to have the following skills and experience:
o Degree, diploma, certification in Business Administration or Project Management.
o Minimum of 5 years of ServiceNow experience with developing solutions for large public sector organizations, which may include but is not limited to a Province, municipality, state, or federal government entity, with complex Service Portal and Request Fulfilment requirements; and
o Minimum of 5 years experience working on and collaborating with business stakeholders as well as other product delivery teams; and
o Minimum of 5 years participating in the implementation of Service Now modules, portals, Service Catalogue, Centre of Excellence, outside platforms, API's and well versed in release / program increment planning and management; and
o Minimum of 5 years experience mentoring, leading and resolving complex staff, client and vendor issues; and
o Minimum of 5 years experience establishing collaborative relationships at a strategic level with executives and contractors; and
o Minimum of 5 years experience leading organizational change associated with system or process implementations; and
o Minimum of 5 years experience designing and implementing new or major transformations of an organization's core business with multiple delivery components (i.e. governance, operations, engineering, finance, customer service delivery); and
o Demonstrated experience in strategic business planning; contract management; financial management and leading multi-party negotiations; and
o Demonstrated experience in the directing, planning and management of project requirements to ensure efficient, effective and economical delivery of services.
In addition to the skills and experience set out above, the Proponents should demonstrate that the proposed Consultant(s) have the following additional skills and experience:
o Demonstrated experience leading and coaching multidisciplinary senior management teams in the development and implementation of a diverse range of projects; and
o The ability to consult with other business areas to align planning with overall divisional, ministry and government processes; and
o Excellent oral and written communication skills; presentation skills and attention to detail when communicating; and
o Ability to plan, estimate scope of work, measure outcomes, manage multiple priorities and consistently produce results within timelines; and
o Proven ability to challenge and remove any unnecessary barriers to product process, delivery; and
o Analytical, problem solving and judgement skills; and
o Conflict management, negotiation, influence and issues management skills; and
o Supervisory skills and the ability to provide inspirational leadership, manage performance,
provide coaching, motivation and corrective action when necessary; and
o Ability to develop and maintain positive working relationships internal/external contacts and stakeholders/partners/clients.
8:00 am to 4:30 pm PST Monday to Friday.
This position is a hybrid opportunity, successful proponent will be expected to work within Canada for data security reasons. There may be a requirement to be in the Victoria, BC office (4000 Seymour Place) once per month. Please note that no expenses are permitted in this contract.
# of Positions: 1
Standard Hours Per Day: 8.00
Estimated Work Days: 127.00
Requisition Name: PM Services - SMTP
Location of Services: Victoria, BC
Project Overview: The Service Management Transformation Program (SMTP) is a multi-year transformation of IT service management operations. The SMTP involves moving our IT services into a ServiceNow application.
Estimated Work Start Date: 07-Apr-2025
Estimated Work End Date: 30-Sep-2025
Project Name: Service Management Transformation Program
Requirement Detail/Qualifications
In addition to the qualifications and demonstrated expertise on projects with the characteristics described for PM Levels 1 through 3, the IT-related Project Management Consultants are expected to have an undergraduate degree in information technology, sciences, engineering or other technology related field;
have IT -related project experience; and have knowledge and use of the systems development life-cycle.
The Project Manager at Experience Level 3 is expected to interact at the middle management (Director) level and make presentations to senior management while assuming responsibility for smaller business or information technology projects within government. The Junior Project Manager is expected to:
a) have a minimum of one (1) year of experience within the last four (4) years as a Junior Project Manager;
b) have a college or high school diploma;
c) preferably have a PMI - Certified Associate in Project Management (CAPM) designation;
d) have ability to make effective use of technology (e.g. special product knowledge such as Microsoft Project);
e) provide project examples that clearly demonstrate experience on at least three (3) projects of three (3) months or longer duration which includes interaction with a cross discipline team represented by several interested parties within a Ministry;
f) provide project examples in a single discipline such as procurement, finance, risk management; and
g) provide project examples that clearly demonstrate a track record of successfully delivering low complexity projects (under $250,000 in value and greater than three (3) months in duration).
The Project Manager at Experience Level 3 will possess demonstrated expertise on projects with the following characteristics:
a) low complexity (e.g. stable business environment with clear scope and minimal chance for change);
b) multiple stakeholders (typically involving interaction with a cross discipline team represented by several interested parties within a ministry);
c) routine timelines and budgets generally not exceeding $250,000 and under six (6) months in duration; and
d) impacts may be to all of a ministry.
When presenting Project Managers, Respondents should consider the following:
a) Each Project Manager specialization will be considered a Service Area;
b) Each time that a Consultant is presented at a Project Management specialization at an appropriate Experience Level will be considered as one of the permitted three (3) Consultants allowed at each Service Area/Experience Level;
c) If a Consultant is presented for more than one Project Management specialization, one complete Consultant particulars file (consisting of Appendix C, Appendix E and resume) is required for each Project Manager specialization; and
d) If a Consultant is presented at more than one Experience Level, a separate Consultant particulars file is required for each Level.
The Proposal should demonstrate the proposed Resource has at least 5 years' experience, within the past 10 years (as of the Closing Date of this RFP) with:
a) Developing ServiceNow solutions for large public sector organizations, which may include but is not limited to a Province, municipality, state, or federal government entity, with complex Service Portal and Request Fulfilment requirements;
b) Leading projects with an Agile-Scrum framework (SAFe) through stages of project planning, development and implementation. Collaborating with business stakeholders as well as other product delivery teams within an Agile framework and with Agile project teams;
c) Experience leading and resolving complex staff, client and vendor issues;
d) Experience establishing collaborative relationships at a strategic level with executives and contractors;
e) Supervising and providing inspirational leadership. Correcting and motivating staff when necessary;
f) Leading organizational change associated with system or process implementations;
g) Implementing new or major transformations of an organization's core business with multiple delivery components; and
h) Directing, planning and managing project requirements to ensure efficient, effective and economical deliver of services.
The mandate for SMTP focuses on transforming IT service operations to ensure a superior customer experience and contribute to the success of government programs. It also includes the integration of IT service management for shared government IT infrastructure and services. SMTP includes both project and operations work and the team is currently comprised of Ministry staff, resources contracted via previous RFP's, and the Province's vendor service delivery partners.
The new toolset also included a business user portal and a configuration management database (CMDB). The toolset is to be linked to numerous other systems used throughout government, which includes CAS - Oracle based financial system as well as case exchanging with other vendor partner Service Now instances.
Over the next 6 months we will be onboarding multiple complex services and the Project Manager will need to work with government employees, contracted resources and client stakeholders. This includes oversight of program increments, backlog grooming, prioritization and net new service onboarding. Making sure we are following best practices, standards and building for future facing services.
The Project Manager is required to have the following skills and experience:
o Degree, diploma, certification in Business Administration or Project Management.
o Minimum of 5 years of ServiceNow experience with developing solutions for large public sector organizations, which may include but is not limited to a Province, municipality, state, or federal government entity, with complex Service Portal and Request Fulfilment requirements; and
o Minimum of 5 years experience working on and collaborating with business stakeholders as well as other product delivery teams; and
o Minimum of 5 years participating in the implementation of Service Now modules, portals, Service Catalogue, Centre of Excellence, outside platforms, API's and well versed in release / program increment planning and management; and
o Minimum of 5 years experience mentoring, leading and resolving complex staff, client and vendor issues; and
o Minimum of 5 years experience establishing collaborative relationships at a strategic level with executives and contractors; and
o Minimum of 5 years experience leading organizational change associated with system or process implementations; and
o Minimum of 5 years experience designing and implementing new or major transformations of an organization's core business with multiple delivery components (i.e. governance, operations, engineering, finance, customer service delivery); and
o Demonstrated experience in strategic business planning; contract management; financial management and leading multi-party negotiations; and
o Demonstrated experience in the directing, planning and management of project requirements to ensure efficient, effective and economical delivery of services.
In addition to the skills and experience set out above, the Proponents should demonstrate that the proposed Consultant(s) have the following additional skills and experience:
o Demonstrated experience leading and coaching multidisciplinary senior management teams in the development and implementation of a diverse range of projects; and
o The ability to consult with other business areas to align planning with overall divisional, ministry and government processes; and
o Excellent oral and written communication skills; presentation skills and attention to detail when communicating; and
o Ability to plan, estimate scope of work, measure outcomes, manage multiple priorities and consistently produce results within timelines; and
o Proven ability to challenge and remove any unnecessary barriers to product process, delivery; and
o Analytical, problem solving and judgement skills; and
o Conflict management, negotiation, influence and issues management skills; and
o Supervisory skills and the ability to provide inspirational leadership, manage performance,
provide coaching, motivation and corrective action when necessary; and
o Ability to develop and maintain positive working relationships internal/external contacts and stakeholders/partners/clients.