ServiceNow Program Manager - Canada

Ondaro (US)

5h

About The Position

The Program Manager will lead complex, client-facing programs focused on ServiceNow platform implementations, digital transformation, business process reengineering, and organizational change management. This role requires a strategic leader with exceptional client management skills to align cross-functional teams, manage stakeholder expectations, and deliver measurable value in a professional services environment. The ideal candidate will combine technical expertise, consulting acumen, and leadership to ensure successful project outcomes and client satisfaction.

Requirements

• Bachelor’s degree in business administration, Information Technology, Project Management, or a related field; Master's degree preferred.
• 7+ years of experience in program management within a professional services or consulting environment, with at least 3 years focused on ServiceNow implementations or similar enterprise software platforms.
• Proven success in delivering digital transformation projects, including business process management (BPM) and organizational change management (OCM) for external clients.
• Certification in ServiceNow (e.g., Certified Implementation Specialist), PMP, Prosci Change Management, or equivalent.
• Strong understanding of ITIL frameworks, agile methodologies, and digital tools such as RPA, AI, or analytics platforms.
• Experience managing client-facing budgets over $1M and leading teams of 10+ members in a matrixed environment.
• Exceptional client-facing skills, with a track record of building trusted advisor relationships
• Strong leadership and organizational skills with the ability to manage multiple ServiceNow projects and priorities simultaneously.
• Excellent communication and stakeholder management skills, with the ability to engage effectively with technical teams, business users, and executive leadership.
• Proven ability to lead cross-functional teams in a collaborative and delivery-focused environment.
• Strong problem-solving and decision-making capabilities, with a proactive approach to identifying and mitigating risks and blockers.
• Expertise in ServiceNow platform architecture and best practices.
• Proficiency in business process modeling tools (e.g., Visio, Lucidchart) and change management frameworks.
• Outstanding communication and presentation skills for engaging diverse client stakeholders.
• Ability to navigate complex client environments and adapt to evolving project requirements.
• Proficiency in project management software such as ServiceNow SPM or Microsoft Project.

Responsibilities

• Lead the planning, execution, and delivery of ServiceNow implementation projects for clients, including configuration, customization, integration, and deployment across modules such as IT Service Management (ITSM), IT Operations Management (ITOM), and HR Service Delivery.
• Oversee end-to-end digital transformation programs, incorporating technologies like AI, automation, and cloud solutions to enhance client operational efficiency and competitiveness.
• Oversee business process analysis and redesign, identifying opportunities for optimization and aligning processes with client strategic objectives.
• Develop and execute organizational change management strategies, including stakeholder engagement, training programs, communication plans, and resistance management to ensure client adoption of new systems and processes.
• Collaborate with client teams and internal cross-functional groups (e.g., IT, operations, finance, HR) to define program scope, timelines, budgets, and deliverables.
• Monitor program progress, proactively identify risks and issues, and implement mitigation strategies using agile or waterfall methodologies tailored to client needs.
• Track and report key performance indicators (KPIs) to clients and internal leadership, ensuring projects are delivered on time, within budget, and to quality standards.
• Build and maintain strong client relationships, acting as a trusted advisor and ensuring high levels of client satisfaction.
• Manage vendor relationships, including ServiceNow partners, and oversee contract negotiations and performance to support client engagements.
• Drive continuous improvement by evaluating program outcomes, gathering client feedback, and incorporating lessons learned into future engagements.

Benefits

• Continued education and career development support

What This Job Offers

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