Senior Digital Program Manager

Mass General Brigham•Boston, MA

3d•Hybrid

About The Position

In this role, you’ll lead CMDB programs for the MGB Application Portfolio, helping ensure the organization has a trusted, shared understanding of its applications, services, and technical dependencies. By strengthening the quality and governance of application data, your work directly enables faster incident routing, more effective major incident recovery, and clearer understanding of change impact across a complex digital ecosystem. You’ll be a senior driver of adoption and execution across CMDB and the Applications Accountability Framework (AAF), partnering with application owners, service owners, enterprise architects, senior leaders, and the ServiceNow team to turn standards into sustained, operational outcomes. Success in this role requires strong relationship‑building and influencing skills, as you will regularly navigate competing priorities, align diverse stakeholders, and drive progress without direct authority. You’ll lead CMDB service improvement initiatives, address data quality issues, and help teams resolve ownership and dependency gaps that affect day‑to‑day operations. This role is designed for someone ready to step into a broad enterprise‑facing position—bringing structure to complexity and shaping how trusted application data supports Digital operations and enterprise decision‑making.

Requirements

Bachelor's Degree Computer Applications required or Bachelor's Degree Related Field of Study required
Experience in information technology positions, Information Technology Experience 5-7 years required
Ability to manage large, complex projects, including their dependencies, team members, other resources, and timeline.
Ability to prioritize and delegate project demands accordingly.
Proficient in written and verbal communication and presentation skills.
Proficient in analytic and problem-solving skills.
Ability to work with people cooperatively and effectively from all organizational levels and build consensus through negotiation and diplomacy.
Ability to facilitate and work within a complex, multi-site environment.

Responsibilities

Leading CMDB program execution for the application portfolio, using data analysis and insights to assess current state, identify gaps, and develop actionable plans that improve application data quality, ownership, and lifecycle management.
Driving adoption of CMDB and AAF standards through strong partnership with application owners, service owners, and governance stakeholders
Partner with the Enterprise Architecture Council to build and maintain the Business Capability Model and application to capability mappings within ServiceNow APM to ensure alignment with reference architecture, target platforms, and new technology approval.
Facilitating regular CMDB forums, working sessions, and checkpoints to align teams on expectations, progress, and next step
Developing, evolving and delivering clear guidance, documentation, and training materials to support sustained CMDB adoption across Digital
Partnering with ServiceNow platform teams to scope, prioritize, and deliver CMDB enhancements that enable operational outcomes
Leading CMDB service improvement initiatives that strengthen incident response, change impact analysis, and operational visibility
Preparing clear, executive‑ready updates and recommendations for senior leaders and governance forums
Develop program goals, objectives, approach, and scope through negotiation and diplomacy that result in a well-defined, well-sponsored project.
Develop work plans and timelines to meet program/Project goals.
Contribute to the development of Digital solutions that align with Digital standards and strategic directions.
Contribute to technical design and architecture discussions and manage technical requirements and specifications.
Act as liaison between technical and non-technical departments, facilitating cross-team collaboration and understanding.
Provide appropriate and timely problem escalation (including potential solutions where applicable) to both Digital management, project steering committees, and executive management.