ServiceNow - Program Manager

Nordic Healthcare Group (NHG)

2d • Hybrid

About The Position

The Program Manager provides expert platform-specific services leveraging their technical, management, and leadership skills to ensure success and aide their client in meeting their organizational goals. This role involves leading the planning, execution, and delivery of multi-wave ServiceNow implementations, managing various modules, and collaborating with stakeholders to achieve business objectives. The position requires strong governance, risk management, and change management capabilities, along with financial tracking and adherence to best practices.

Requirements

• Bachelor’s degree or equivalent combination of education and experience required.
• Relevant training, certification, or accreditation required.
• 8+ years of project/program management experience, including leading large-scale enterprise technology implementations.
• 3+ years of experience managing ServiceNow implementation programs or related IT transformation initiatives.
• Strong understanding of ServiceNow modules, including: IT Service Management (ITSM), IT Asset Management (ITAM), HR Service Delivery (HRSD), IT Operations Management (ITOM), Hardware Asset Management (HAM), and Software Asset Management (SAM)
• Experience leading or supporting ServiceNow implementations within healthcare organizations, with a strong understanding of healthcare operational workflows, compliance considerations, and stakeholder environments
• Experience managing complex, multi-phase or multi-wave transformation initiatives.
• Experience leading ServiceNow platform transformations across multiple business units and enterprise-wide deployments.
• Ability to effectively engage and communicate with executive stakeholders, business leaders, technical teams, and external consulting partners.
• Timely entry of time and expenses required in accordance with Nordic and client policy.
• Status reporting and project handoff documentation as required by Nordic or client.

Nice To Haves

• PMP, PgMP, Agile, and/or ServiceNow certifications preferred.

Responsibilities

• Lead the planning, execution, and delivery of a multi-wave ServiceNow implementation program, ensuring alignment with business objectives, scope, budget, and timelines.
• Establish and drive overall program governance, including project plans, RAID logs (risks, assumptions, issues, dependencies), status reporting, and executive communications.
• Manage the successful delivery of modules, including: IT Service Management (ITSM), IT Asset Management (ITAM), HR Service Delivery (HRSD), IT Operations Management (ITOM), Hardware Asset Management (HAM), and Software Asset Management (SAM)
• Collaborate with executive sponsors, business stakeholders, IT leadership, process owners, and implementation partners to define priorities and ensure organizational readiness.
• Oversee multiple workstreams and cross-functional teams, ensuring dependencies are identified and managed across all implementation waves.
• Facilitate requirements gathering, solution design reviews, and key decision-making sessions to support business and technical objectives.
• Monitor program health, proactively identifying and mitigating risks, issues, resource constraints, and schedule impacts.
• Manage vendor and consulting partner relationships, ensuring adherence to project milestones, deliverables, and quality standards.
• Drive change management, communication, training, and adoption activities to promote successful platform adoption and business transformation.
• Track program financials, resource utilization, and project performance metrics, providing regular updates to leadership and steering committees.
• Ensure compliance with enterprise architecture, security, governance, and ServiceNow platform best practices.
• Develop and maintain a roadmap for future implementation waves, incorporating lessons learned and continuous improvement opportunities.
• Perform professional services for Nordic and its affiliates in alignment with the expectations of Nordic and each applicable client.
• Provide equipment necessary to perform job functions in accordance with Nordic and client policy.
• Complete all Nordic and client required training and education in timely manner.
• Respond to communication from Nordic management team and other corporate team members in a timely and complete manner.
• May be invited to attend corporate functions as a representative of the company to meet prospective consultants, as well as solidify relationships with client and Nordic co-workers.

Benefits

• Ranked as a best place to work by nine publications, Nordic's culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior