Job Description

We are looking for an experienced Service Now Program Manager to lead large-scale Service Now and ITSM programs for enterprise clients. The role involves end-to-end program delivery, stakeholder management, governance, and driving measurable business outcomes through Service Now platforms.

Key Responsibilities

• Lead end-to-end Service Now program delivery across ITSM modules (Incident, Problem, Change, Request, CMDB)

• Manage multiple projects under a unified program roadmap with clear milestones and dependencies

• Establish and run program governance, status reviews, and executive-level reporting

• Drive Agile/Scrum delivery including sprint planning, stand-ups, retrospectives, and releases

• Act as primary interface for senior stakeholders, clients, and internal leadership

• Lead Service Now process optimization, automation, and standardization initiatives

• Proactively manage risks, issues, timelines, and quality

• Coordinate and lead global onsite/offshore delivery teams and vendors

Ensure delivery excellence, customer satisfaction, and value realization

Required Skills & Experience

• Experience in Program / Engagement / Delivery Management

• Strong experience managing Service Now programs in large enterprise environments

• Solid understanding of ITSM processes and Service Now platform capabilities

• Proven experience in Agile / Scrum delivery models

• Strong stakeholder management, communication, and leadership skills

• Experience managing large, complex, multi-vendor programs