Program Manager - ServiceNow

Scope

- Responsible for the overall strategy, governance, roadmap, and delivery of the

ServiceNow platform across the enterprise, ensuring alignment with business objectives and IT strategy.

- Work closely with business, IT operations, and engineering groups to deliver enterprise-grade ServiceNow solutions that meet organizational needs.
- Lead a team of ServiceNow architects, developers, and functional consultants, driving platform innovation, automation, process optimization, and guiding stakeholders and junior team members while maintaining stability and compliance.
- Provide hands-on development and architectural leadership to ensure scalable and future-ready implementations within the ServiceNow platform.
- Oversee end-to-end solution design, module implementation, and technical governance for ServiceNow modules such as ITSM, CSM, CMDB, ITOM, and

Integrations.

Skills

- Deep expertise in multiple ServiceNow modules — e.g., ITSM, CMDB, ITOM, ITAM,

HRSD, CSM, GRC, SecOps.

- Proven experience managing enterprise-scale ServiceNow implementations and transformations.
- Strong understanding of ITIL processes, IT service management, and enterprise workflow automation.
- Experience defining platform strategy, governance, and operating models.
- Demonstrated ability to manage internal teams, vendors, and offshore delivery partners.
- Solid understanding of integration frameworks, data governance, and platform security.
- Hands-on experience in ServiceNow roadmap planning, budgeting, and capacity management.

Responsibilities

- Platform Strategy & Governance
- Define and maintain the ServiceNow platform vision, strategy, and roadmap, ensuring alignment with enterprise goals and architecture principles.
- Establish governance frameworks and standards for implementations and customizations, evaluating current modules and integrations.
- Leadership & Delivery Oversight
- Lead and manage a cross-functional ServiceNow team, overseeing platform operations and ensuring high-quality,



on-time delivery of initiatives through effective project and vendor management.
- Coordinate with business units to prioritize demand and manage the ServiceNow project portfolio.
- Stakeholder Management
- Serve as the liaison between IT, business stakeholders, and external partners,

identifying automation opportunities and providing executive updates on platform performance.

- Innovation & Continuous Improvement
- Drive innovation by leveraging new ServiceNow features, promoting it as a comprehensive digital workflow platform.
- Champion user adoption, training, and change management, staying current on product releases and industry trends.

Requirements

- Bachelor's or Master's degree in Information Technology, Computer Science,

Engineering, or related field.

- 10-15 years of total IT experience with at least 8 years in ServiceNow leadership or platform ownership roles.
- Deep expertise in multiple ServiceNow modules such as ITSM, ITOM, ITAM, HRSD,

CSM, GRC, and SecOps, with proven experience in managing enterprise-scale implementations and transformations.

- Strong understanding of ITIL processes, IT service management, enterprise workflow automation, and defining platform strategy, governance, and operating models.
- Demonstrated ability to manage internal teams, vendors, and offshore delivery partners, along with hands-on experience in roadmap planning, budgeting, and capacity management.
- Solid understanding of integration frameworks, data governance, platform security,

and strong leadership and people management skills.

- Strategic thinker capable of balancing long-term vision with short-term delivery and fostering a culture of innovation, continuous improvement, and operational excellence.
- Excellent communication and stakeholder engagement skills at both technical and executive levels, complemented by strong analytical, organizational, and decision-

making abilities.

- ServiceNow certifications - CSA, CIS–ITSM, CTA, CAD and any other CIS certification strongly preferred. ITIL v4 certification, PMP/Agile certification desirable.

📌 Program Manager - ServiceNow (Gurugram)
🏢 Trigent Software
📍 Gurugram