Technical Program Manager

Overview

On Site
Depends on Experience
Contract - W2
Contract - Independent

Skills

Budget
Change Management
Collaboration
Communication
Communication Planning
Continuous Improvement
Cost Management
Creative Problem Solving
Customization
Dashboard
Data Structure
Delivery Management
Emerging Technologies
Exceed
IT Operations
IT Service Management
ITIL
Innovation
Leadership
Management
Mentorship
PMP
PRINCE2
Project Management
Regression Testing
Regulatory Compliance
Reporting
Resource Allocation
Risk Management
Roadmaps
SAFE
Scrum
ServiceNow
Software Development Methodology
Waterfall
Strategic Thinking
Total Productive Maintenance
Vendor Management
Software Performance Management
Stakeholder Management
TPM
ServiceNowmodules

Job Details

Job Title: Technical Program Manager ServiceNow
Location: US, Waltham, MADepartment: IT / ServiceNow Practice
Experience: 10+ years (with 5+ years in a TPM or Program Manager role)
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Job Summary:
We are seeking a Technical Program Manager (TPM) with strong experience in ServiceNow to lead end-to-end delivery of complex platform initiatives. The ideal candidate combines program management excellence, technical depth in ServiceNow modules, and stakeholder engagement skills to drive successful implementations, upgrades, and platform strategy.
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Key Responsibilities:
Lead and manage large-scale ServiceNow programs across ITSM, ITOM, HRSD, SecOps, APM, or custom apps.
Coordinate cross-functional delivery teams, including business analysts, architects, developers, and testers.
Partner with ServiceNow product owners and architects to define scope, timelines, and success metrics.
Ensure adherence to best practices around Agile, ITIL, and SDLC methodologies.
Track milestones, risks, issues, dependencies, and resource allocations across multiple workstreams.
Drive platform governance, stakeholder alignment, and roadmap planning in collaboration with leadership.
Oversee vendor/partner performance and ensure compliance with contractual obligations.
Report on program health through executive dashboards, metrics, and status updates.
Coordinate ServiceNow release upgrades, regression testing, and change management.
Contribute to ServiceNow strategy, innovation roadmaps, and continuous improvement initiatives.
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Required Skills & Qualifications:
Bachelor s degree in Computer Science, Engineering, or related field; MBA or Master s preferred.
10+ years of overall IT experience, including 5+ years in Program or Project Management roles.
3+ years of experience managing ServiceNow implementations, upgrades, or enhancements.
Strong understanding of ServiceNow modules such as ITSM, ITOM, CSM, or HRSD.
Working knowledge of ServiceNow data structures, integrations, and platform capabilities.
Proven ability to manage large-scale programs using Agile (Scrum/SAFe) and/or Waterfall methods.
Excellent communication, stakeholder engagement, and vendor management skills.
Experience working with globally distributed teams and matrixed environments.
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Preferred Certifications:
ServiceNow Certified System Administrator (CSA)
ServiceNow Implementation Specialist (any module)
PMP, PRINCE2, or SAFe Agile Certification
ITIL v3/v4 Foundation or Intermediate

Essential Responsibilities

  • Strategize, implement and maintain program initiatives in adherence with the organizational objectives.
  • Lead the overall program management involving the implementation, customization, and integration of applications.
  • Ensure strong governance that ties in with scope, schedule and change management, resource allocation and risk management strategies, to ensure successful program delivery.
  • Work closely with project sponsor, cross-functional teams, internal GBLs/Service line teams and project managers to define the scope, deliverables, estimate the required resources, work plan, budget, schedule and ensure reporting and drive progress on the program objectives.
  • Monitor program financials, including budget tracking, cost management, and resource allocation to achieve profitability targets.
  • Monitor and deliver outputs/outcomes of the program and adapt strategies to optimize.
  • Identify and highlight risks proactively and develop mitigation strategies.
  • Establish and maintain quality standards, ensuring deliverables meet or exceed customer expectations through regular reviews and quality gates.
  • Communicate program updates and business reporting to stakeholders and senior management.
  • Assess and manage relationships with any third-party vendors to ensure successful program delivery.
  • Manage any change or ambiguity that may arise in the critical path. Drive change management activities for the adoption of new packaged applications, including coordinating training and communication plans.
  • Mobilize the operational support required from various parts of the organization. Assign and drive actions across all engaged entities and roles.
  • Interact with other SPOCs in the larger business (as applicable) to manage integration and dependencies.
  • Stay abreast of emerging technologies and industry best practices to make informed recommendations.
  • Possess strong technical and delivery management skills.
  • Lead and mentor a team for their professional growth. Foster a culture of innovation and collaboration.

Key Skills Required

  • Program Excellence: Strategic Thinking Execution Excellence Commercial Acumen for Profits, Revenues and Growth Risk and Governance Change Management Stakeholder Management
  • Collaboration: Ability to Collaborate Across Different Points of View / Different Cultures/ Different teams Function, Collaborate to build alliances and find win-win solutions Conflict management with tact and diplomacy
  • Outcome Ownership: Outcome Ownership Across the Program Resource Mobilisation Agile Implementation In Project Managing trade-offs against competing priorities
  • Reliable Partner: Committed to Clients Success Builds Trust and Credibility Executive Presence
  • Building High performing teams: Builds Successful Teams that Encourage High Performance
  • Creative Intelligence: Creative Problem Solving and Innovation Practices Systems Thinking Resourceful
  • Agility: Speed in adaptation, response and execution Learning agility, self-motivated to learn, ability to multi-task

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