JOB ID:QT-SUL-08-430

Role Overview

We are looking for an experienced ServiceNow Program Manager to manage end-to-end ServiceNow programs covering business engagement, platform delivery, project management, operations, governance, and continuous improvement.

The ideal candidate should have solid ServiceNow functional knowledge combined with proven program management experience. The candidate will work closely with business stakeholders, Process Owners, Product Owners, Architects, Developers, Operations teams, vendors, and senior leadership.

This role requires the ability to understand business requirements, translate them into ServiceNow capabilities and deliverables, and drive successful execution from demand intake through implementation, release, and ongoing operations.

The position is hands-on and requires the flexibility to manage both strategic ServiceNow initiatives and day-to-day operational priorities.

Key Responsibilities Business & Stakeholder Management

- Act as the primary ServiceNow engagement point for business and technology stakeholders.
- Understand business objectives, requirements, pain points, and operational challenges.
- Translate business requirements into appropriate ServiceNow capabilities and solutions.
- Facilitate discussions with Process Owners, Product Owners, Architects, SMEs, and business teams.
- Manage stakeholder expectations, priorities, dependencies, risks, and escalations.
- Provide regular program status updates, insights, and recommendations to senior leadership.
- Build strong relationships across business, technology, and ServiceNow delivery teams.

ServiceNow Program & Project Management
- Manage end-to-end ServiceNow programs, projects, enhancements, releases, and transformation initiatives.
- Define project plans, milestones, schedules, dependencies, resource requirements, and delivery timelines.
- Manage multiple concurrent ServiceNow initiatives across different modules and teams.
- Track and manage scope, budget, risks, issues, dependencies, resources, and overall program health.
- Coordinate delivery across internal teams, ServiceNow partners, vendors, and business stakeholders.
- Ensure deliverables meet agreed timelines, quality standards, scope, and business objectives.
- Drive issue resolution and escalation management across program workstreams.
- Ensure effective transition of implemented solutions into production and operations.

ServiceNow Functional & Capability Management
- Maintain strong knowledge of ServiceNow platform capabilities and recommend appropriate solutions.




- Identify opportunities to leverage Out-of-the-Box (OOTB) ServiceNow functionality before considering customization.
- Partner with ServiceNow Architects and SMEs to validate solution feasibility and technical approaches.
- Ensure business requirements are translated into Epics, Features, User Stories, Acceptance Criteria, and actionable deliverables.
- Support demand management and prioritization of the ServiceNow roadmap and backlog.
- Align ServiceNow initiatives with business value, strategic objectives, and operational priorities.
- Identify opportunities for platform consolidation, automation, standardization, and optimization.

Governance & Continuous Improvement
- Establish and maintain effective ServiceNow governance frameworks across delivery and operations.
- Ensure adherence to architecture, development, security, testing, change, and release management standards.
- Drive platform standardization, automation, optimization, and reduction of technical debt.
- Facilitate steering committee meetings, governance reviews, program status meetings, and operational reviews.
- Establish appropriate KPIs, dashboards, reporting mechanisms, and delivery metrics.
- Identify opportunities to improve ServiceNow adoption, user experience, process maturity, and operational efficiency.
- Drive continuous improvement initiatives across ServiceNow processes and platform capabilities.

Delivery & Operations
- Oversee the complete ServiceNow delivery lifecycle from demand intake and planning through development, testing, deployment, and production support.
- Coordinate release planning and ensure production readiness.
- Work with operations teams to manage incidents, problems, changes, and service stability.
- Ensure effective knowledge transfer and operational handover.
- Monitor platform performance, service quality, delivery metrics, and operational KPIs.
- Support root-cause analysis and corrective action for major platform issues.

Required Skills & Experience
- 10+ years of overall IT experience, with significant experience managing ServiceNow programs.
- Proven experience managing end-to-end ServiceNow implementations, enhancements,



transformation initiatives, and operations.
- Strong functional understanding of ServiceNow and its platform capabilities.
- Experience across multiple ServiceNow areas/modules, such as:
- ITSM
- CMDB / CSDM
- ITAM
- SPM
- GRC / IRM
- Security Operations / Vulnerability Response

- Strong understanding of ITIL processes and IT Service Management practices.
- Experience managing Agile, Scrum, Waterfall, or hybrid delivery models.
- Strong project planning, scheduling, resource management, and delivery governance skills.
- Strong experience in risk, issue, dependency, budget, and escalation management.
- Good understanding of the ServiceNow delivery lifecycle, including requirements, design, development, testing, release, deployment, and production operations.
- Experience working with distributed and cross-functional teams.
- Excellent communication, presentation, negotiation, and stakeholder management skills.

Key Competencies Program Management
- End-to-end Program & Project Management
- Planning, Scheduling & Delivery Governance
- Budget & Resource Management
- Risk, Issue & Dependency Management
- Release & Change Management
- Program Reporting & Executive Governance

ServiceNow
- ServiceNow Platform Understanding
- ITSM / CMDB / CSDM
- ITAM / SPM
- GRC / IRM
- Security Operations / VR
- ServiceNow Roadmap & Demand Management
- OOTB Capability Adoption
- Platform Governance & Optimization

Stakeholder Management
- Business & Executive Engagement
- Requirement & Demand Management
- Cross-functional Coordination
- Vendor & Partner Management
- Conflict & Escalation Management
- Executive Communication & Reporting

Preferred Certifications
- ServiceNow Certified System Administrator (CSA) - Preferred
- ITIL 4 Foundation - Preferred
- PMP / PRINCE2 / Equivalent Project Management Certification - Preferred

Ideal Candidate

The ideal candidate is a solid program leader with hands-on ServiceNow understanding who can bridge the gap between business requirements, platform capabilities, delivery teams, and executive stakeholders.

The candidate should be comfortable managing multiple initiatives simultaneously while maintaining strong governance, delivery discipline, platform standards, and operational excellence.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 ServiceNow Program Manager - Platform, Delivery & Operations (Nagpur)
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📍 Nagpur