ServiceNow Program Manager

Role Summary

We are looking for an experienced ServiceNow Program Manager to manage end-to-end ServiceNow programs covering delivery, stakeholder management, governance, operations, and continuous improvement.

Key Responsibilities

• Manage ServiceNow programs, projects, enhancements, releases, and operations.
• Act as the primary point of contact for business, technology teams, vendors, and leadership.
• Gather business requirements and translate them into ServiceNow initiatives, roadmap items, Epics, Features, and User Stories.
• Coordinate with Process Owners, Product Owners, Architects, SMEs, Developers, and Operations teams.
• Manage project plans, resources, budgets, risks, issues, dependencies, and delivery timelines.
• Drive ServiceNow governance, standardization, automation, platform optimization, and adoption.
• Promote OOTB ServiceNow capabilities and minimize unnecessary customization.
• Provide functional understanding across ITSM, CMDB/CSDM, ITAM, SPM, GRC/IRM, and Security Operations/VR.
• Lead Agile/Scrum or hybrid delivery and provide regular updates to senior leadership.

Required Skills & Experience

• 10+ years of overall IT experience with significant ServiceNow Program/Project Management experience.
• Proven experience managing ServiceNow implementations, enhancements, releases, and operations.
• Strong understanding of ServiceNow platform capabilities and ITIL processes.
• Experience in stakeholder management, delivery governance, risk and dependency management, and resource planning.
• Good understanding of ServiceNow testing, deployment, release management, and production operations.
• Experience working in Agile/Scrum or hybrid delivery environments.

Preferred Certifications

• ServiceNow CSA
• ITIL 4 Foundation
• PMP / PRINCE2 or equivalent