ServiceNow Program Manager – Platform, Delivery & Operations

 Job ID: QTSUL08430

 Experience: 8+ Years

 Location: Pune / Hyderabad

 Work Mode: On-site / Hybrid as required by the project

Role Summary

We are looking for an experienced ServiceNow Program Manager to manage end-to-end ServiceNow programs across business engagement, platform delivery, project management, operations, governance, and continuous improvement.

The ideal candidate should combine strong ServiceNow functional knowledge with proven program management, stakeholder management, delivery governance, and operational leadership skills.

Key Responsibilities

Business & Stakeholder Management

• Act as the primary ServiceNow engagement point for business and technology stakeholders.
• Understand business requirements, pain points, and objectives and map them to ServiceNow capabilities.
• Facilitate discussions with Process Owners, Product Owners, Architects, SMEs, and business teams.
• Manage priorities, dependencies, risks, escalations, and stakeholder expectations.
• Provide clear status updates and recommendations to senior leadership.

Program & Project Management

• Manage end-to-end ServiceNow implementations, enhancements, releases, and operational initiatives.
• Establish project plans, milestones, dependencies, resource plans, and delivery timelines.
• Manage multiple initiatives across ServiceNow modules and teams.
• Track scope, budget, risks, issues, dependencies, and overall delivery health.
• Coordinate internal teams, ServiceNow partners, vendors, and business stakeholders.
• Ensure delivery within agreed timelines, quality standards, and scope.

ServiceNow Functional & Capability Management

• Maintain strong knowledge of ServiceNow platform capabilities.
• Recommend OOTB ServiceNow functionality before considering customization.
• Coordinate with Architects and SMEs to validate technical feasibility.
• Translate requirements into Epics, Features, User Stories, acceptance criteria, and deliverables.
• Support ServiceNow roadmap and backlog prioritization based on business value.

Governance & Continuous Improvement

• Establish and maintain ServiceNow governance across delivery and operations.
• Ensure adherence to architecture, security, development, change, and release standards.
• Drive standardization, automation, platform optimization, and technical debt reduction.
• Facilitate governance reviews, steering committees, operational reviews, and program status meetings.
• Improve ServiceNow adoption, user experience, process maturity, and operational efficiency.

Required Skills & Experience

✅ 8+ years of overall IT experience

✅ Significant experience managing ServiceNow programs

✅ End-to-end ServiceNow implementation, enhancement & operations experience

✅ Strong knowledge of multiple ServiceNow areas, including:

• ITSM
• CSDM / CMDB
• ITAM
• SPM
• GRC / IRM
• Security Operations / VR

✅ Strong understanding of ITIL and Service Management

✅ Agile / Scrum and Hybrid delivery experience

✅ Strong planning, scheduling and resource management skills

✅ Risk, issue and dependency management

✅ ServiceNow release management, testing, deployment and production operations

Program Management

• End-to-end program/project management
• Planning & scheduling
• Delivery governance
• Budget & resource management
• Risk & issue management
• Dependency management

Stakeholder Management

• Business & executive engagement
• Demand & requirements management
• Cross-functional coordination
• Conflict & escalation management
• Executive reporting and communication

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ITIL 4 Foundation
• PMP / PRINCE2 / Equivalent

Ideal Candidate

We are looking for a hands-on ServiceNow Program Manager who can bridge business requirements and ServiceNow capabilities while effectively managing delivery, operations, governance, and senior stakeholders.

 Interested candidates can share their updated CV and mention:

Job ID: QTSUL08430 – ServiceNow Program Manager

 [email protected]

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