Role Summary

The ServiceNow Program Manager leads enterprise-scale ServiceNow programs, acting as a trusted advisor to business and IT stakeholders. This role owns overall program governance, sets delivery standards and guardrails, and guides cross-functional teams to ensure implementations are scalable, secure, and aligned to service management best practices—with a strong focus on IT Asset Management (ITAM) using HAM/SAM modules and IT Operations Management (ITOM). The Program Manager works closely with architects, developers, administrators, and partners to translate business requirements into high-value ServiceNow outcomes and maximize platform ROI over time.

Key Responsibilities

• Lead end-to-end ServiceNow program architecture and roadmaps aligned to business/IT strategy, with emphasis on ITOM/ITAM including HAM, SAM, CMDB, Discovery, monitoring, and service mapping
• Translate complex requirements into program delivery plans, data models, integration patterns, and timelines that prioritize out-of-the-box capabilities
• Produce and maintain program governance documents, roadmaps, status reports, and architecture diagrams for new/existing initiatives
• Provide program authority across implementations, reviewing configurations, customizations, risks, and dependencies to enforce standards and best practices
• Guide and support delivery teams (developers, admins, vendors) through program reviews, mentoring, and issue resolution
• Own or contribute to CMDB governance and operations design, including discovery, event management, and integrations with inventory, monitoring, procurement, and finance systems
• Drive platform governance, including change control, design review forums, budget management, and reuse of shared components
• Collaborate with security/risk teams to ensure roles, access models, and integrations meet compliance requirements
• Engage stakeholders via workshops, demos, and executive reporting—explaining options, trade-offs, risks, and value in clear terms
• Identify opportunities to expand ITAM/ITOM coverage and feed into program backlogs/roadmaps

Experience

• 8+ years in IT program/project management within enterprise or consulting environments
• Proven track record delivering ServiceNow platform programs or transformations, including ITAM/ITOM implementations
• Experience managing cross-functional teams, external partners, and global delivery in Agile/ITIL environments
• Background working directly with business stakeholders on asset/license management and operations processes
• Track record leading developers/admins through delivery cycles with mentoring and reviews

Skills

• Deep understanding of ServiceNow platform architecture, ITAM/ITOM modules (HAM/SAM, Discovery, CMDB), and lifecycle/compliance processes
• Expertise in end-to-end program workflows, data models, integrations (REST APIs, web services), and CMDB/event management
• Strong program governance, risk management, and stakeholder communication skills
• Ability to facilitate workshops, produce clear artifacts, and present complex programs to technical/non-technical audiences
• Collaborative approach with emphasis on scalable, supportable solutions

Certifications

• ServiceNow Certified Implementation Specialist – ITAM and ITOM
• ServiceNow Certified System Administrator (CSA) (required)
• PMP, PRINCE2, ITIL, or Agile certifications (preferred)