ServiceNow Technical Program Manager

Position: ServiceNow Technical Program Manager

Location: Waltham, MA (as weekly once or twice to office)

Duration: Full Time

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.

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.

Required Skills & Qualifications:

• 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.

Preferred Certifications:

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Implementation Specialist (any module)
• PMP, PRINCE2, or SAFe Agile Certification
• ITIL v3/v4 Foundation or Intermediate

Thanks,

Nitesh