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