Project Manager - Avasant Labs

About Avasant

Avasant is a Los Angeles, California headquartered leading management consulting firm providing Strategic Sourcing, IT and Business Transformation and Global Strategy services to the global Fortune 1000. Since 2006, Avasant has negotiated over $250B in deals and operates in over 50 countries. The firm has been recognized as "World's Best Outsourcing Advisor" by the International Association of Outsourcing Professionals (IAOP) for fourteen consecutive years. In 2020, we were also recognized as one of the top five industry analyst firms by the Institute of Industry Analyst Relations (IIAR). Learn more at https://avasant.com/

Avasant Labs is building solutions combining the power of Automation, Analytics, and AI along with our deep consulting insights, data and analytics to help our clients with their most pressing issues. These solutions enable our clients to engage with us in newer models while maximizing value for their business priorities. These solutions automate traditional core consulting processes, applying the power of technology to support human experience and insights. Avasant solutions and products include AvaMark, AvaSense, Avasant Copilot, Strativa Edge among others. Our clients include industry leaders and F500 organizations across the globe.

Role Overview :

This role will be responsible for managing and coordinating product releases, managing multiple client environments, handling operational requests, and ensuring smooth platform administration—enabling product and engineering teams to focus on innovation and long-term roadmap execution.

The key roles and responsibilities for this position include the following:

• Client & Request Management
• Own projects with multiple clients from the product standpoint
• Act as the primary operational point of contact for multiple enterprise clients
• Manage and track client requests including: Enhancements, Configuration changes, Defects and issues, Operational and administrative requests
• Triage, prioritize, and coordinate requests with product, engineering, and delivery teams
• Ensure clear communication, timely updates, and resolution closure with stakeholders
• Release Management
• Own end-to-end release coordination across multiple client environments
• Plan and manage: Feature releases, Patches and hotfixes, Client-specific deployments
• Maintain release calendars and deployment schedules
• Track dependencies, readiness, risks, and post-release validation
• Ensure controlled and predictable releases with minimal business disruption
• ServiceNow Platform & Instance Administration
• Oversee administration of ServiceNow-based applications across client instances
• Manage user access and role assignments, configuration governance as well as environment coordination
• Ensure consistency, stability, and compliance across environments while supporting client-specific needs
• Partner with development teams to support deployments and configuration changes
• Operational Project & Program Management
• Drive execution of multiple parallel workstreams across clients
• Track milestones, timelines, risks, and dependencies
• Maintain operational dashboards and status reports
• Proactively identify bottlenecks and recommend process improvements
• Process, Governance & Documentation
• Establish and improve operational processes for request intake and prioritization, release governance and environment and instance management
• Create and maintain documentation such as: Runbooks, Release notes, Operational guidelines
• Ensure structured handoffs between product, engineering, and client-facing teams
  

• Bachelor’s/Master’s degree with minimum 4-6 years of experience in managing operational execution, release coordination, and platform administration for enterprise-scale ServiceNow-based applications. Prior work experience with leading tech industry analyst or B2B SaaS firms will be an advantage
• Strong project and program management skills with experience managing multiple parallel workstreams
• Excellent stakeholder and client management skills, including expectation setting and escalation handling
• Ability to plan, track, and coordinate releases, enhancements, and operational activities. Highly organized with strong prioritization and execution capabilities
• Good understanding of enterprise SaaS or workflow platforms; deep technical or development expertise not required. Prior knowledge or working on ServiceNow is an added advantage
• Clear communicator with the ability to work effectively across product, engineering, and client teams
  
  

• Entrepreneurial environment, with the ability to lead and drive new initiatives to further personal and organizational goals
• Global exposure and a chance to work with multi-national clients, including some of the industry leaders
• Training and mentoring on the latest business and sector practices based on market requirements
• Opportunity to work with and learn from an international team of industry specialists
• Focused programs for career development, including funding of industry certifications and skill development programs
• Dynamic and multicultural work environment