Program Manager - ServiceNow

<div>Program Manager - ServiceNow<br /> Job description</div> <div>Scope:<br /> Responsible for the overall strategy, governance, roadmap, and delivery of the<br /> ServiceNow platform across the enterprise, ensuring alignment with business objectives<br /> and IT strategy.<br /> Work closely with business, IT operations, and engineering groups to deliver<br /> enterprise-grade ServiceNow solutions that meet organizational needs.<br /> Lead a team of ServiceNow architects, developers, and functional consultants, driving<br /> platform innovation, automation, process optimization, and guiding stakeholders and<br /> junior team members while maintaining stability and compliance.<br /> Provide hands-on development and architectural leadership to ensure scalable and<br /> future-ready implementations within the ServiceNow platform.<br /> Oversee end-to-end solution design, module implementation, and technical<br /> governance for ServiceNow modules such as ITSM, CSM, CMDB, ITOM, and<br /> Integrations.<br /> Skills:<br /> Deep expertise in multiple ServiceNow modules - e.g., ITSM, CMDB, ITOM, ITAM,<br /> HRSD, CSM, GRC, SecOps.<br /> Proven experience managing enterprise-scale ServiceNow implementations and<br /> transformations.<br /> Strong understanding of ITIL processes, IT service management, and enterprise<br /> workflow automation.<br /> Experience defining platform strategy, governance, and operating models.<br /> Demonstrated ability to manage internal teams, vendors, and offshore delivery<br /> partners.<br /> Solid understanding of integration frameworks, data governance, and platform<br /> security.<br /> Hands-on experience in ServiceNow roadmap planning, budgeting, and capacity<br /> management.<br /> Responsibilities:<br /> Platform Strategy & Governance<br /> Define and maintain the ServiceNow platform vision, strategy, and roadmap, ensuring<br /> alignment with enterprise goals and architecture principles.<br /> Establish governance frameworks and standards for implementations and<br /> customizations, evaluating new modules and integrations.<br /> Leadership & Delivery Oversight</div> <div> Lead and manage a cross-functional ServiceNow team, overseeing platform<br /> operations and ensuring high-quality, on-time delivery of initiatives through effective<br /> project and vendor management.<br /> Coordinate with business units to prioritize demand and manage the ServiceNow<br /> project portfolio.<br /> Stakeholder Management<br /> Serve as the liaison between IT, business stakeholders, and external partners,<br /> identifying automation opportunities and providing executive updates on platform<br /> performance.<br /> Innovation & Continuous Improvement<br /> Drive innovation by leveraging new ServiceNow features, promoting it as a<br /> comprehensive digital workflow platform.<br /> Champion user adoption, training, and change management, staying current on<br /> product releases and industry trends.<br /> Requirements:<br /> Bachelor's or Master's degree in Information Technology, Computer Science,<br /> Engineering, or related field.<br /> 10-15 years of total IT experience with at least 8 years in ServiceNow leadership<br /> or platform ownership roles.<br /> Deep expertise in multiple ServiceNow modules such as ITSM, ITOM, ITAM, HRSD,<br /> CSM, GRC, and SecOps, with proven experience in managing enterprise-scale<br /> implementations and transformations.<br /> Strong understanding of ITIL processes, IT service management, enterprise workflow<br /> automation, and defining platform strategy, governance, and operating models.<br /> Demonstrated ability to manage internal teams, vendors, and offshore delivery<br /> partners, along with hands-on experience in roadmap planning, budgeting, and capacity<br /> management.<br /> Solid understanding of integration frameworks, data governance, platform security,<br /> and strong leadership and people management skills.<br /> Strategic thinker capable of balancing long-term vision with short-term delivery and<br /> fostering a culture of innovation, continuous improvement, and operational excellence.<br /> Excellent communication and stakeholder engagement skills at both technical and<br /> executive levels, complemented by strong analytical, organizational, and decision-<br /> making abilities.<br /> ServiceNow certifications - CSA, CIS ITSM, CTA, CAD and any other CIS certification<br /> strongly preferred. ITIL v4 certification, PMP/Agile certification desirable.</div>