Program Manager - ServiceNow

Toronto, Ontario, CanadaOnsiteContractPosted 2 months ago

Is this role right for you?

Upload your resume and get a skill-by-skill breakdown — see exactly where you match, where you're close, and what to highlight. Not a mystery percentage.

Get a tailored resume highlighting what this role needs.

Role summary

The Program Manager - ServiceNow will define and lead the enterprise-wide ServiceNow transformation strategy and roadmap, ensuring alignment with digital modernization goals. This role requires deep expertise in ServiceNow ITSM and platform capabilities, adhering to best practices and ITIL frameworks. The Program Manager will drive end-to-end program delivery across multiple workstreams, managing scope, timelines, risks, and complex stakeholder environments. Key responsibilities include translating business requirements into actionable artifacts, leading discovery workshops, and collaborating with senior leaders to achieve measurable improvements in productivity, service quality, and user experience. A strong understanding of Agile methodologies and excellent stakeholder management and communication skills are essential for success.

Key Responsibilities

- Define and own the
ServiceNow transformation strategy and roadmap
, aligned with enterprise goals and digital modernization initiatives.
- Ensure solutions adhere to
ServiceNow best practices
, minimizing customization and reducing technical debt.
- Translate business requirements into
ServiceNow-ready artifacts
including epics, features, user stories, and acceptance criteria.
- Lead
process discovery and design workshops
with business and IT stakeholders to identify current state gaps and define future state workflows.
- Drive
end-to-end ServiceNow transformation programs
across multiple workstreams (ITSM and platform modules).
- Govern
scope, timelines, dependencies, and risks
, ensuring predictable and high-quality delivery.
- Collaborate with
senior business and IT leaders
to translate strategic goals into ServiceNow-enabled solutions.
- Ensure measurable improvements in
employee productivity, service quality, and user experience
.
- Partner with
Organizational Change Management (OCM)
teams to drive adoption, training, and communication strategies.
- Define and monitor
transformation KPIs
such as adoption rates, SLA improvements, automation coverage, and CSAT.

Required Qualifications

Experience

- 10+ years of experience in IT, digital transformation, or enterprise program delivery.
- 5+ years of experience leading
ServiceNow transformation programs
.
- Proven track record of delivering
enterprise-scale ServiceNow implementations
across multiple modules.
- Experience working with
global teams and complex stakeholder environments
.

Technical & Functional Skills

- Strong expertise in
ServiceNow ITSM (mandatory)
and platform capabilities (preferred).
- Deep understanding of
ServiceNow architecture, governance, and release management
.
- Solid knowledge of
ITIL framework and best practices
.
- Experience with
Agile methodologies
and large-scale program execution.

Core Competencies

- Strong
stakeholder management and executive communication
skills.
- Excellent
analytical and problem-solving abilities
.
- Ability to lead
cross-functional teams and multiple workstreams
.
- Strategic thinking with a focus on
business outcomes and value realization
.

Ready to apply?

You'll be redirected to Galent's application page.