The ServiceNow Program Manager is responsible for overall program leadership, guidance, and oversight to ensure the on-time and on-budget delivery of all contracted deliverables meeting agreed quality standards. Key responsibilities include developing governance and reporting mechanisms for transparent stakeholder visibility of commitments, risks, issues, and financials; implementing resource strategies and process mechanisms; and providing counsel to senior stakeholders while managing conflicts constructively. The role involves setting performance expectations for project managers and team members, managing scope and budget variances, and ensuring alignment of the program scope with business priorities. Additionally, the Program Manager must manage program-level risks and dependencies, foster collaboration among diverse stakeholders, and provide technical expertise in planning and execution. Acting as a trusted advisor to senior client stakeholders, maintaining positive relationships.
Key Skills and Experience:
Candidates should have between five to ten years of IT project management experience, including at least two years as a Program Manager, and hold a PMP or CAPM qualification. Proficiency in MS Project for creating robust project schedules with traceable critical paths is required. Experience must include managing large-scale global transformation programs that encompass people, processes, and technology. The role demands demonstrated ability to manage relationships with senior business and IT stakeholders up to the CXO level, foster a ‘one team’ mindset across multi-disciplinary and multicultural global teams, and establish strong governance models including enterprise programme PMO setup. The Programme Manager should be skilled in translating complex technology concepts for diverse audiences and have an understanding of industry compliance standards and regulations. Experience in BFSI markets and strong knowledge of IT service management, HAM, and delivery assurance principles is important.