ServiceNow Program Manager

Key Responsibilities

1. Program & Platform Leadership

• Lead enterprise ServiceNow programs covering CMDB transformation, CSDM implementation, ITOM enablement, and service visibility initiatives.
• Manage delivery across multiple teams, vendors, workstreams, and geographies while ensuring timely execution and accountability.
• Identify and mitigate risks, dependencies, and issues, driving effective decision-making and corrective actions.

2. Capability Modeling & CSDM Enablement

• Drive the implementation and maintenance of Technical Services and Business Services within ServiceNow using the Common Service Data Model (CSDM).
• Collaborate with enterprise architects and service owners to align capability models and resiliency boundaries with business and operational objectives.
• Ensure consistency and prevent duplication or fragmentation across service models.

3. Radar Alignment & Data Model Enhancement

• Assess and define the representation of Radar-based capability attributes such as maturity, criticality, strategic relevance, and resiliency boundaries within ServiceNow.
• Lead discussions and decisions related to extending the ServiceNow data model, including custom attributes and fields where required.
• Act as the liaison between enterprise governance frameworks and CMDB implementation teams.

4. Governance, Risk & Compliance

• Ensure program alignment with enterprise governance, risk, security, compliance, and regulatory standards.
• Establish program governance structures, reporting mechanisms, audit controls, and executive dashboards.
• Drive delivery excellence using Agile, SDLC, and PMLC methodologies.

5. Financial & Capacity Management

• Manage program budgets, forecasting, vendor spend, and financial planning in coordination with Finance and Procurement teams.
• Oversee vendor performance to ensure scope, quality, timelines, and value realization objectives are met.
• Support resource planning and capacity management across internal and external delivery teams.

6. Stakeholder & Executive Management

• Serve as the primary point of contact for executive leadership and senior stakeholders for assigned programs.
• Present complex technical initiatives in a clear, business-focused manner, including trade-offs, risks, and strategic recommendations.
• Foster alignment between technology, business, operations, and governance teams.

Required Qualifications & Experience

• 10+ years of experience in Program or Project Management within large enterprise environments.
• 5+ years of hands-on experience delivering ServiceNow programs, specifically involving CMDB, ITOM, and ITSM.
• Proven track record managing enterprise-scale, cross-functional programs with regulatory and operational impact.
• Strong expertise in:
  • ServiceNow CMDB architecture and data models
  • CSDM frameworks and service modeling
  • Discovery, Service Mapping, integrations, and CMDB data governance
  • Aligning CMDB strategy with business outcomes such as resilience, automation, risk mitigation, and operational decision-making

Preferred Qualifications & Certifications

• Bachelor’s degree in Technology, Engineering, Business, or a related field
• PMP, PgMP, or equivalent Program Management certification
• ITIL v4 certification
• ServiceNow CMDB and/or ITOM certifications preferred