ServiceNow Program Manager

WE ARE

SoftServe is a global digital solutions company with headquarters in Austin, Texas, founded in 1993. Our associates work on 2,000+ projects with clients in the USA, Europe, and APAC region. We are about people who create bold things, make a difference, have fun, and love their work.

The Low Code Platforms practice works as a global organization as part of SoftServe’s Digital Platforms Group and addresses the rapidly growing demand for Low Code platforms such as Mendix, Pegasystems, ServiceNow, Microsoft Power Platform and several others. The team builds cross-industry Digital Platform based solutions and is responsible for both the development of the low-code applications and the delivery of advisory and implementation services to our client. We develop solutions and services in accordance with the platform design best practices and implementation methodology.

Team members work on design, delivery, and support of a variety of solutions and services that help our clients meet their business objectives. These solutions range from the development of repeatable industry solutions to custom business apps development, modernization, and migration. The team works with other groups within SoftServe to integrate business apps development with other technical areas such as GenAI, Big Data and Cloud infrastructure.

YOU WANT TO

We are seeking a highly experienced ServiceNow Program Manager to lead a large-scale ServiceNow digital transformation program within the Telecoms and Fibre industry. As the prime contractor, we are responsible for delivering the complete ServiceNow implementation, covering IT Service Management (ITSM), Customer Service Management (CSM/TSM), and IT Operations Management (ITOM) functionalities. This multi-phase program is expected to last at least two years, and we need a strong leader who can manage the delivery, communication, and coordination across multiple streams.

Key Responsibilities:

• Program Leadership: Lead and oversee the entire ServiceNow transformation program, ensuring successful implementation of ITSM, CSM/TSM, and ITOM functionalities across the enterprise.
• Multi-Stream Coordination: Manage and coordinate multiple parallel ServiceNow implementations, ensuring alignment and synchronization across different workstreams.
• Stakeholder Management: Act as the primary point of contact for senior stakeholders, including SVP, EVP, and Board members, providing regular updates on program progress, risks, and mitigation strategies.
• Cross-Functional Collaboration: Work closely with technical teams, business analysts, and support personnel, as well as external departments, to ensure timely delivery of program deliverables.
• Implementation Planning: Working with ServiceNow technical leads and Business Analysts, develop, understand and maintain detailed program plans, including timelines, critical path analysis, resource allocation, and risk management strategies.
• Deployment Readiness: Oversee deployment activities, ensuring all aspects of the implementation are ready for go-live, including data migration, system integration, and user training.
• Financial Oversight: Manage program budgets, ensuring on-time, on-budget delivery, while identifying opportunities for cost optimization.
• Communication & Reporting: Distill complex technical and business details into clear, concise updates for both technical and non-technical audiences. Prepare and deliver presentations to senior leadership, providing insights into program status and addressing any concerns.

YOU ARE

Overall Qualifications

• Educational Background: Bachelor’s or master’s degree in computer science, Information Technology, business, or a related field.
• Experience in Sales and Pre-Sales: 7-10 years of experience in a program management role with at least 5 years of experience of ServiceNow
• Exemplary Communication and Presentation Skills: Ability to command the respect of a room of senior business and technical leaders / Communicate complex technical concepts to a non-technical audience at multiple levels of an organization from the C-Suite down.
• Strong Analytical Skills: Proficiency in market trend analysis and translating these insights into actionable sales strategies involving Mendix.

Specific Qualifications:

• At ease working across multiple technical and business disciplines – able to understand detail and quickly distill key details into a content rich summary
• Quickly builds trust and respect of the client. Focuses on understanding and expanding client needs within the realm of ServiceNow.
• ServiceNow Certified Implementation Specialist, PMP. Certified Scrum Master or Product Owner or other relevant certifications
• Experienced in ServiceNow best practices around implementation methodologies and deployment readiness
• Prior experience in a similar role within the Telecoms and Fibre industry is highly desirable.
• Pragmatic understanding of technical architectures, data migration strategies, and system integrations within a ServiceNow context.

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, sexual orientation, gender identity/expression, or protected veteran status. SoftServe is an Equal Opportunity Employer.