Program Manager - ServiceNow

Scope

• 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.
  

Our Technical Environment

• 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.
  

What You’ll Do

• 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
• Lead and manage a cross-functional ServiceNow team, overseeing platform 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.
  

What We Are Looking For

• Bachelor’s or Master’s degree in Information Technology, Computer Science, Engineering, or related field.
• 15+ years of total IT experience with at least 8–10 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.
  

Our Values