Governance Lead/Program Manager, ServiceNow Governance

Scotiabank • Toronto, ON

1d • Onsite

About The Position

Lead the design, implementation, and continuous operation of the ServiceNow enterprise governance model across ITSM, ITAM, and platform domains. This role ensures clear decision rights, accountability, and escalation paths, a strong control environment and audit alignment, and consistent application of enterprise standards, policies, and guardrails. The objective is to establish a disciplined, scalable governance operating model that enables effective prioritization, risk management, and executive decision-making.

Requirements

• 10–15+ years in Enterprise Governance, Program Management, or Risk / Compliance
• Deep experience designing and running governance operating models in large enterprises
• Strong understanding of enterprise decision frameworks, audit and regulatory expectations, and ITSM / ITAM governance
• Experience in ServiceNow governance and COE models
• Exposure to enterprise forums (SteerCo, Product Council, Design Authority)
• Certifications: PMP, PgMP, COBIT, ITIL (governance focus)
• Governance-first mindset (clarity, discipline, accountability)
• Executive facilitation and decision-shaping
• Strong control and risk orientation
• Ability to influence cross-functional senior stakeholders
• Structured thinking and operating model design
• Clear, enforced governance with no ambiguity in decision rights
• Improved speed and quality of enterprise decision-making
• High adherence to standards, controls, and policies
• Reduced governance escalations and conflicts
• Strong audit outcomes with clear traceability of decisions
• Clear communication & reporting

Responsibilities

• Own and operationalize the enterprise governance framework (Steering Committee, Product Council, Design Authorities)
• Define and enforce decision rights (who decides what), escalation pathways, and governance cadences and artifacts
• Ensure all forums are outcome-driven, structured, and aligned to enterprise priorities
• Establish a single intake, triage, and prioritization mechanism across portfolios
• Ensure demand is aligned to enterprise strategy, balanced across regulatory, run, and transformation needs, and drive transparent trade-off decisions (capacity, sequencing, funding)
• Define and enforce enterprise guardrails across ITSM processes (Incident, Change, Problem, Release) and CMDB / Asset / Data governance
• Ensure adherence to architecture standards, risk and compliance requirements, and lifecycle policies (e.g., upgrades, deprecations)
• Monitor compliance and escalate breaches to appropriate forums
• Ensure governance model supports audit defensibility and regulatory compliance
• Embed controls to ensure traceability of decisions, evidence of approvals and oversight, and consistent governance documentation
• Act as central coordination point across Audit, Risk, and Technology governance layers
• Drive alignment across CIOs and LOB technology teams, architecture, Security, and Risk and platform and delivery teams
• Eliminate fragmented decision-making by enabling one enterprise view of priorities and governance
• Establish and deliver executive governance reporting, including demand pipeline and prioritization outcomes, risk posture and control gaps, and governance effectiveness metrics
• Provide clear visibility into decisions taken, trade-offs made, and issues requiring escalation
• Assess and improve governance maturity across domains
• Standardize governance templates, decision artifacts, and reporting structures
• Identify systemic gaps (e.g., unclear ownership, inconsistent enforcement) and drive remediation

Benefits

• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Free tea & coffee, universal washrooms, and lots of space for team collaboration.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed