Location: Atlanta, GA & New York City, NY (Hybrid)Experience Required: 10+ Years
(Including 3+ years managing ServiceNow engagements)
Job Summary:
We are seeking an experienced Program Manager to lead multiple
ServiceNow projects for one or more key clients. The role involves
managing full project lifecycle delivery, coordinating between
stakeholders, and ensuring business alignment and quality outcomes.
Key Responsibilities:
• Manage end-to-end delivery of multiple concurrent ServiceNow projects (ITSM, ITOM, HRSD, IRM, CSM, etc.)
• Define project scope, objectives, timelines, resources, and success
metrics
• Serve as the primary liaison between customer stakeholders,
architects, and delivery teams
• Coordinate with onsite/offshore Solution Architects and Delivery Teams
• Lead governance, reporting, risk management, and issue resolution
processes
• Facilitate Agile ceremonies or traditional PM processes depending on
project model
• Ensure compliance with customer documentation and process standards
• Provide strategic insights to improve delivery quality and operations
• Support pre-sales and solutioning activities as required
Required Skills and Experience:
• 10+ years in IT project/program management
• 3+ years in ServiceNow-specific project leadership
• Deep understanding of ServiceNow platform/modules (ITSM, ITOM, HRSD,
IRM, CSM)
• Experience with onshore-offshore delivery models
• Strong proficiency in tools such as Jira, MS Project, Smartsheet, or
ServiceNow PPM
• Skilled in Agile, Scrum, and Waterfall methodologies
• Excellent stakeholder management, communication, and documentation
skills
Preferred Skills:
• Familiarity with ServiceNow SDLC and delivery models
• Customer-facing consulting experience
• Background in enterprise SaaS platforms
• Knowledge of release management and best practices
• Experience working across multiple geographies and vendors
Additional Qualifications:
• Experience leading cross-functional teams (developers, BAs, scrum
masters, QA)
• Project Management certification (e.g., PMP, PRINCE2 – preferred)
• Proficient in risk mitigation and issue management
• Strong executive presence and ability to handle tough stakeholder
conversations
• Clear and confident English communication skills (written and verbal)
Educational Requirements:
• Bachelor’s Degree in Computer Science, Engineering, IT, or related
field (Required)
• Master’s in Management (Preferred)
Mandatory Requirements:
• 4–5 years of recent experience with ServiceNow programs and projects
• Hands-on experience with IT Service Management (ITSM) ServiceNow
module
• Experience managing programs with a $2–3 million portfolio
• Excellent communication skills
• Experience with 3rd-party tool/software integration
Good to Have:
• Experience with other ServiceNow modules (e.g., HRSD, IRM, CSM)
• Glider assessment will be conducted
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Best Regards,
Vaibhav Karhiwale
Sr. Technical Recruiter | Empower Professionals
vaibhav.k@empowerprofessionals.com
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