Role: ServiceNow Program Manager – Business Transitions
Location: Remote
Domain: Consumer
Job Summary:
We are seeking an experienced ServiceNow Program Manager with strong expertise in ServiceNow Business Transitions, enterprise program delivery, and stakeholder management. The ideal candidate will lead multiple ServiceNow transformation initiatives involving business process transitions, service delivery improvements, migration programs, and cross-functional coordination.
The candidate will be responsible for planning, executing, and governing ServiceNow-based transition programs across ITSM, ITOM, HRSD, CSM, CMDB, Asset Management, and related modules while ensuring smooth transition from legacy processes to the ServiceNow platform.
Key Responsibilities:
Strong experience in Consumer domain environments including Retail, E-commerce, Consumer Products, Hospitality, Telecommunications, and Customer Experience organizations.
Experience working with cross-functional teams including Operations, Customer Experience, Retail, Sales, Marketing, Supply Chain, and Contact Center teams.
Required Skills:
Strong experience in ServiceNow Program Management and Business Transition delivery.
Extensive knowledge of ServiceNow platform capabilities and enterprise implementations.
Hands-on understanding of ServiceNow modules such as ITSM, ITOM, CMDB, HRSD, CSM, SAM, and HAM.
Experience managing large transformation programs involving migration from legacy ticketing or service management systems.
Strong understanding of transition management, cutover planning, and operational readiness.
Expertise in Agile, Waterfall, and hybrid project management methodologies.
Strong stakeholder management and executive communication skills.
Experience in budgeting, forecasting, resource planning, and financial tracking.
Ability to manage multiple workstreams, cross-functional teams, and global stakeholders.
Strong risk management, issue resolution, and escalation handling capabilities.
Familiarity with ServiceNow integration, workflow automation, APIs, and reporting.
Good understanding of ITIL processes including Incident, Problem, Change, Request, and Asset Management.
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