Job summary
Program Manager role in a global organization responsible for planning coordinating and delivering complex ServiceNow programs using the OMT framework in a hybrid work model. The role focuses on orchestrating cross functional teams ensuring quality outcomes and aligning initiatives with business goals while enhancing digital employee experiences for clients.
Responsibilities
Coordinate multi stream ServiceNow programs by defining scope timelines and key milestones that align with enterprise transformation objectives and client expectations
Drive adoption of ServiceNow OMT by translating product and platform strategy into structured implementation plans tailored to customer environments
Manage end to end program governance by organizing status reviews risk assessments and decision forums to keep stakeholders informed and engaged
Monitor program performance using defined metrics and dashboards to track progress identify deviations and implement timely corrective actions
Collaborate with product owners architects and engineering teams to refine backlogs and ensure program priorities are aligned with business value and technical feasibility
Coordinate dependencies across multiple ServiceNow modules and integrations to ensure coherent delivery of features and seamless user experiences
Guide teams to follow standard processes for configuration testing and deployment of ServiceNow solutions while promoting reuse and consistent practices
Engage customer stakeholders in workshops and review sessions to clarify requirements validate outcomes and strengthen long term partnerships
Prepare clear program documentation including plans status reports risk registers and communication packs that can be easily understood by technical and nontechnical audiences
Resolve impediments and issues by coordinating with internal support functions and vendor partners to minimize disruption and maintain program momentum
Ensure adherence to compliance security and quality standards by aligning program activities with organizational policies and audit requirements
Optimize resource utilization by coordinating allocation tracking capacity and identifying skill gaps to support sustainable delivery across hybrid teams
Contribute to continuous improvement by capturing lessons learned from each release and embedding best practices into future ServiceNow programs
Ensure a healthy work environment by respecting hybrid work preferences using digital collaboration tools and promoting inclusive interactions across geographically distributed teams
Drive measurable outcomes that improve employee and customer experiences such as reduced resolution times improved self service and higher satisfaction levels
Qualifications
Possess eight to ten years of experience in program or project management with a strong focus on enterprise SaaS or IT service management initiatives
Demonstrate practical experience managing ServiceNow implementations including modules covering IT service workflows and digital operations
Exhibit hands on familiarity with the ServiceNow OMT operating model including structures for demand intake product lines and scaled delivery
Show proficiency in planning and tracking tools used for Agile and hybrid delivery models along with the ability to interpret dashboards and metrics
Display strong communication and negotiation capabilities that enable effective interaction with client stakeholders delivery teams and support functions
Apply sound understanding of risk management dependency management and change control practices within complex technology programs
Bring working knowledge of IT service management concepts and enterprise service processes to connect platform capabilities with business needs
Value inclusive collaboration across diverse teams and demonstrate the ability to manage hybrid work arrangements without compromising productivity
Consider Certified Scrum Master or similar Agile credentials as an advantage for supporting iterative and incremental delivery in ServiceNow programs
Certifications Required
ServiceNow Certified Implementation Specialist or equivalent advanced ServiceNow certification preferred
