Program Manager - ServiceNow (342)

Program Manager

OVERVIEW iTech AG is seeking an experienced Program Manager to lead the delivery of ServiceNow solutions in support of a federal client program. This individual will serve as the primary client-facing lead, accountable for driving discovery, aligning stakeholders, and ensuring high-quality, actionable outputs that enable downstream implementation. ROLES AND RESPONSIBILITIES

Lead ServiceNow implementation programs leveraging native platform capabilities for project tracking, sprint management, and delivery governance keeping execution on-platform rather than in off-platform tools

Utilize ServiceNow to manage backlogs, sprints, stories, and release planning across concurrent workstreams

Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities

Oversee all contract administration to ensure full compliance with deliverables, terms and conditions, service quality standards, and applicable federal government rules, regulations, and industry standards

Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order deliverables on schedule and within scope and budget

Monitor program performance, costs, scope, and schedules to meet program and client objectives; identify, escalate, and mitigate risks proactively

Serve as the authorized client interface and primary point of accountability acting as liaison between the client, oversight manager, technical monitor, and all support services across functional business and technology offices

Manage multiple vendors and subcontractors simultaneously across projects and operations and maintenance workstreams; supervise contractor personnel including performance feedback and day-to-day task direction

Own all program reporting including SLA performance, financial status, and staffing; manage contractor onboarding and offboarding and ensure timely access provisioning and clearance coordination

Advise and engage the client on key operational and strategic priorities, providing advisory support for complex challenges and ensuring on-time delivery of high-quality work products

Build strong relationships with stakeholders

Ensure deliverables are clear, actionable, and implementation-ready

Coordinate and lead cross-functional teams of architects, analysts, developers, and designers across multiple workstreams; facilitate sprint ceremonies, technical reviews, and stakeholder working sessions

Manage dependencies, risks, and issues across workstreams escalating appropriately, driving resolution, and mentoring team members on agile practices and federal delivery norms

Delegate and manage workstreams while ensuring consistency and quality

Review and refine deliverables produced by supporting team members

Other duties as assigned

MINIMUM QUALIFICATIONS

5+ years of experience as a project manager leading enterprise IT implementations

Minimum of 3 years demonstrated experience in leading ServiceNow implementations.

Hands-on working knowledge of the ServiceNow platform, including understanding of platform architecture, module interdependencies, and native project/agile features

Proven ability to serve as the primary client point of contact on a federal IT contract, managing task order execution and program delivery accountability

Experience coordinating cross-functional delivery teams including architects, developers, analysts, and designers across multiple concurrent workstreams

Demonstrated experience in prioritizing and managing process improvement initiatives aimed at increasing data integrity, reporting capability, and process efficiency.

Experience working with multiple stakeholders across business and IT

Excellent communication skills, including executive-level presentation ability

Experience owning program-level reporting including SLA performance tracking, financial reporting, and staffing status

Experience supporting DevSecOps practices within a federal IT delivery context, including CI/CD pipeline awareness and IT security and compliance requirements

Strong direct client communication skills with the ability to present complex technical concepts to non-technical audiences

Experience developing dashboards and reporting within the ServiceNow platform

Familiarity with federal IT environments, federal acquisition regulations, and government IT security requirements

EDUCATION AND CERTIFICATIONS

Bachelor's degree

Project Management Professional (PMP)

PREFERRED QUALIFICATIONS

ServiceNow Micro Certifications in Performance Analytics, Agile, and Test Management.

ServiceNow CSA

Experience in multi-entity or federated operating models

SECURITY CLEARANCE

Ability to obtain and maintain public trust clearance

Pursuant to government contracts, US Citizenship is required

iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws. iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to View email address on click.appcast.io. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.