Technical Program Manager

Technical Program Manager, ServiceNow

The Technical Program Manager, ServiceNow, will be responsible for defining, planning, and executing strategic, cross-functional programs on the ServiceNow platform (e.g., CMDB, SPM & GRC, ITSM, ITOM, CSM, HRSD, SecOps implementations, or platform upgrades). This role requires a blend of technical expertise, deep knowledge of the ServiceNow ecosystem, and exceptional program management, communication, and leadership skills to drive business value and transform digital workflows.

Key Responsibilities

• Program Strategy & Planning:
  • Define program scope, objectives, and success criteria in collaboration with business and IT leadership.
  • Develop and manage comprehensive program plans, roadmaps, and timelines for multiple, simultaneous, and interdependent ServiceNow projects.
  • Ensure all projects within the program align with the overarching enterprise technology strategy and business priorities.
• Execution and Delivery:
  • Lead and manage the entire program lifecycle from initiation through deployment and post-go-live transition.
  • Coordinate efforts across cross-functional teams, including engineering, product, architecture, business process owners, and external vendors.
  • Drive adherence to the Software Development Lifecycle (SDLC) and Agile methodologies (Scrum/Kanban) in the context of ServiceNow development and configuration.
  • Manage inter-program and inter-project dependencies, ensuring seamless integration and release management across the platform.
• Risk, Issue, and Change Management:
  • Proactively identify, assess, and mitigate technical, operational, and organizational risks across the program.
  • Define and implement an effective program governance model, including regular steering committee meetings and change control processes.
  • Resolve high-impact program impediments and technical roadblocks that affect timely delivery.
• Stakeholder Communication & Reporting:
  • Serve as the primary communication bridge, providing transparent, clear, and concise updates on program status, health, and financials to executive stakeholders and technical teams.
  • Create and maintain program documentation artifacts, including charters, RACI matrices, risk registers, and status reports.
  • Drive operational readiness, including knowledge transfer, support documentation, and coordination with production support teams (L3/L4).
• ServiceNow Platform Expertise:
  • Act as a Subject Matter Expert (SME) on the ServiceNow platform and its applications (e.g., ITSM, CSM, HRSD), understanding technical feasibility and platform best practices.
  • Partner with ServiceNow Architects to validate solution designs, ensuring they are scalable, maintainable, and adhere to industry standards and the Now Create methodology.
  • Advocate for continuous improvement in ServiceNow delivery processes and platform utilization.