Program Manager ServiceNow Projects

Job Title: Program Manager ServiceNow Projects
Experience: 13+ Years (including 3+ years managing ServiceNow engagements)
Employment Type: Contractor
Location - Remote, must work EST hours
Onsite Requirement - Y/N- N- but must travel 1 time per quarter
Number of days onsite- Several days a quarter New York, Atlanta

Mandatory Areas- 4-5 years of recent experience with ServiceNow programs and projects. Must have IT ServiceNow Module
Must Have Skills
Program Management experience managing portfolio 2-3$ million with GREAT Communication skills
IT Service Management ServiceNow Module
integration with 3rd party tools/ software

________________________________________
Job Summary:
We are seeking an experienced Program Manager to oversee and manage multiple ServiceNow projects for a key customer/ multiple customers if required. The ideal candidate will serve as the primary point of contact between onsite stakeholders, offshore/onshore architects, and the delivery team. The Program Manager will be responsible for overall planning, execution, delivery, stakeholder engagement, and ensuring that all ServiceNow projects are aligned with business objectives.
________________________________________
Key Responsibilities:
Manage end-to-end delivery of multiple concurrent ServiceNow projects, including ITSM, ITOM, HRSD, IRM, CSM, or other modules.
Define program/project objectives, scope, timelines, resources, and success metrics.
Collaborate with customer stakeholders to understand goals, set expectations, and ensure alignment across all teams.
Work closely with onsite and offshore Solution Architects to design scalable and sustainable solutions on the ServiceNow platform.

Coordinate with offshore delivery teams to ensure timely and high-quality execution.
Drive program governance, status reporting, risk management, and issue resolution.
Track project budgets, timelines, and resource allocation.
Facilitate Agile ceremonies (stand-ups, sprint planning, retrospectives) or traditional PM processes depending on delivery model.
Establish effective communication channels between cross-functional stakeholders.
Ensure adherence to customer processes, compliance, and documentation standards.
Provide strategic insights to enhance delivery quality and operational excellence.
Support pre-sales and solutioning efforts where required.
________________________________________
Required Skills and Experience:
13+ years of experience in IT project/program management, with at least 3 years handling ServiceNow projects.
Proven track record managing large-scale, multi-track projects involving both offshore and onsite teams.
Strong understanding of the ServiceNow platform and its modules (especially ITSM, ITOM, HRSD, IRM, CSM).
Experience in project governance, planning, budget management, and delivery tracking.
Exceptional stakeholder management and communication skills (both written and verbal).
Hands-on knowledge of project management tools such as Jira, MS Project, Smartsheet, or ServiceNow Project Portfolio Management (PPM).
Exposure to Agile, Scrum, and traditional Waterfall methodologies.
________________________________________
Preferred Skills:
Familiarity with ServiceNow delivery models and SDLC.
Experience working in a customer-facing consulting role.
Background in enterprise SaaS platforms.
Understanding of ServiceNow deployment best practices and release management.
Experience in handling multi-geography and multi-vendor delivery models.
________________________________________
Additional qualification notes:
13+ years leading teams of developers, BAs, scrum masters, QA testers
Project management certification and ability to demonstrate familiarity with project management best practices
Strong written and verbal English communications with ability to clearly articulate concepts and ideas.
Proficiency in risk management and mitigation techniques
Strong, confident presence when engaging with both internal teams and customers
Comfortable pushing back on customers and internal stakeholders when needed
________________________________________
Educational Qualifications:
Bachelor s Degree in Computer Science, Engineering, Information Technology, or related field.
Master s degree in Management (preferred, not mandatory).
________________________________________
Certifications (Preferred):
PMP / PRINCE2 Certification
Agile/Scrum Certification (CSM/SAFe Agile, etc.)
ITIL v3/v4 Certification
ServiceNow certifications (such as CSA or CIS desirable but not mandatory)