Sr. ServiceNow Program Manager || Must be available for an in-person interview ; G.C / U.S.C
12+Months
Tallahassee, FL 32399 (Onsite – 5 Days/Week)
W2 (No C2C)
Face-to-Face Interviews: Since this position must be reported to the office 5 days a week, in-person interviews are required after web meeting.
Role Summary
Lead a large-scale ServiceNow program from planning through stabilization, overseeing multiple workstreams, vendors, and stakeholder groups. Drive delivery using Agile or hybrid methods, ensure effective governance and executive visibility, and coordinate business and technical activities to achieve defined outcomes.
Primary Responsibilities
- Own the end-to-end program for the organization’s ServiceNow implementation and/or platform expansion.
- Build and maintain an integrated master plan with schedules, milestones, dependencies, and resource alignment.
- Run day-to-day program operations: workstream coordination, standups, reviews, risk/issue/decision management, and change control.
- Facilitate executive communications: dashboards, status updates, milestone reports, and steering committee materials.
- Coordinate systems integrators, third-party vendors, and the ServiceNow team to align deliverables and timelines.
- Partner with business and IT leads to define scope, validate requirements, and manage priorities.
- Support governance processes and escalate decisions with clear options, impacts, and recommendations.
- Oversee test readiness, UAT coordination, training, cutover planning, deployment, and go-live preparedness.
- Monitor performance against plan, identify variances, and implement corrective actions.
- Guide post-go-live stabilization (hypercare) and transition to continuous improvement.
- Ensure all deliverables meet quality standards and business objectives.
- Adhere to organizational standards, policies, and procedures; perform related duties as assigned.
Required Qualifications
- 7+ years of enterprise IT project/program management experience.
- 5+ years delivering ServiceNow implementations or platform expansions.
- Proven success managing complex, multi-workstream technology initiatives.
- Demonstrated ability to coordinate cross-functional business and technical teams.
- Hands-on experience with schedules, milestones, dependencies, scope/change control, RAID management, communications, and executive reporting.
- Experience leading and coordinating third-party vendors and implementation partners.
- Proficiency with Agile, hybrid, or iterative delivery approaches.
Preferred Qualifications
- Delivery experience across multiple ServiceNow products/modules (e.g., ITSM, ITOM, CSM, HRSD, SPM, SecOps).
- Background supporting enterprise digital transformation programs.
- Experience creating executive dashboards, establishing governance frameworks, and producing portfolio/program reports.
- Organizational change management and user adoption leadership.
- Public sector or government environment experience.
Education and Certifications
- Bachelor’s degree in Information Technology, Computer Science, Business, Project Management, or related field; or equivalent experience.
- PMP (Project Management Professional) preferred.
- ServiceNow certifications (e.g., CSA, CIS) preferred.
- Agile/Scrum certifications (e.g., CSM, PMI-ACP, SAFe) preferred.
Key Deliverables
- Program charter, comprehensive program management plan, and integrated master schedule.
- Executive dashboards and status reports; risk, issue, and decision logs; milestone tracking.
- Governance artifacts, steering committee materials, and decision records.
- Facilitated meetings with agendas, minutes, action items, and follow-ups.
- Coordinated implementation activities across business, technical, and vendor teams.
- Support for testing, training, deployment, cutover, and go-live readiness.
- Knowledge transfer and transition documentation, as applicable.
Success Indicators
- Milestones achieved on time with managed scope and quality.
- Clear executive visibility and timely decision-making.
- High user adoption and smooth go-live with measured stabilization.
- Sustainment readiness with documented processes and knowledge handoff.
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