Job Description

Job Title: Technical Program Manager – ServiceNow
Location: US, Waltham
Job Type: Full-time / Contracting
Department: IT / ServiceNow Practice
Experience: 10+ years (with 5+ years in a TPM or Program Manager role)
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Job Summary:
We are seeking a Technical Program Manager (TPM) with strong experience in ServiceNow to lead end-to-end delivery of complex platform initiatives. The ideal candidate combines program management excellence, technical depth in ServiceNow modules, and stakeholder engagement skills to drive successful implementations, upgrades, and platform strategy.
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Key Responsibilities:
•    Lead and manage large-scale ServiceNow programs across ITSM, ITOM, HRSD, SecOps, APM, or custom apps.
•    Coordinate cross-functional delivery teams, including business analysts, architects, developers, and testers.
•    Partner with ServiceNow product owners and architects to define scope, timelines, and success metrics.
•    Ensure adherence to best practices around Agile, ITIL, and SDLC methodologies.
•    Track milestones, risks, issues, dependencies, and resource allocations across multiple workstreams.
•    Drive platform governance, stakeholder alignment, and roadmap planning in collaboration with leadership.
•    Oversee vendor/partner performance and ensure compliance with contractual obligations.
•    Report on program health through executive dashboards, metrics, and status updates.
•    Coordinate ServiceNow release upgrades, regression testing, and change management.
•    Contribute to ServiceNow strategy, innovation roadmaps, and continuous improvement initiatives.
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Required Skills & Qualifications:
•    Bachelor’s degree in Computer Science, Engineering, or related field; MBA or Master’s preferred.
•    10+ years of overall IT experience, including 5+ years in Program or Project Management roles.
•    3+ years of experience managing ServiceNow implementations, upgrades, or enhancements.
•    Strong understanding of ServiceNow modules such as ITSM, ITOM, CSM, or HRSD.
•    Working knowledge of ServiceNow data structures, integrations, and platform capabilities.
•    Proven ability to manage large-scale programs using Agile (Scrum/SAFe) and/or Waterfall methods.
•    Excellent communication, stakeholder engagement, and vendor management skills.
•    Experience working with globally distributed teams and matrixed environments.
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Preferred Certifications:
•    ServiceNow Certified System Administrator (CSA)
•    ServiceNow Implementation Specialist (any module)
•    PMP, PRINCE2, or SAFe Agile Certification
•    ITIL v3/v4 Foundation or Intermediate

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Essential Responsibilities

• Strategize, implement and maintain program initiatives in adherence with the organizational objectives.
• Lead the overall program management involving the implementation, customization, and integration of applications. 
• Ensure strong governance that ties in with scope, schedule and change management, resource allocation and risk management strategies, to ensure successful program delivery.
• Work closely with project sponsor, cross-functional teams, internal GBLs/Service line teams and project managers to define the scope, deliverables, estimate the required resources, work plan, budget, schedule and ensure reporting and drive progress on the program objectives.
• Monitor program financials, including budget tracking, cost management, and resource allocation to achieve profitability targets.
• Monitor and deliver outputs/outcomes of the program and adapt strategies to optimize.
• Identify and highlight risks proactively and develop mitigation strategies.
• Establish and maintain quality standards, ensuring deliverables meet or exceed customer expectations through regular reviews and quality gates.
• Communicate program updates and business reporting to stakeholders and senior management.
• Assess and manage relationships with any third-party vendors to ensure successful program delivery.
• Manage any change or ambiguity that may arise in the critical path. Drive change management activities for the adoption of new packaged applications, including coordinating training and communication plans.
• Mobilize the operational support required from various parts of the organization. Assign and drive actions across all engaged entities and roles.
• Interact with other SPOCs in the larger business (as applicable) to manage integration and dependencies.
• Stay abreast of emerging technologies and industry best practices to make informed recommendations.
• Possess strong technical and delivery management skills.
• Lead and mentor a team for their professional growth. Foster a culture of innovation and collaboration.

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Key Skills Required

• Program Excellence: Strategic Thinking · Execution Excellence · Commercial Acumen for Profits, Revenues and Growth · Risk and Governance · Change Management · Stakeholder Management 
• Collaboration: Ability to Collaborate Across Different Points of View / Different Cultures/ Different teams · Function, Collaborate to build alliances and find ‘win-win’ solutions · Conflict management with tact and diplomacy
• Outcome Ownership: Outcome Ownership Across the Program · Resource Mobilisation · Agile Implementation In Project · Managing trade-offs against competing priorities
• Reliable Partner: Committed to Clients Success · Builds Trust and Credibility · Executive Presence
• Building High performing teams: Builds Successful Teams that Encourage High Performance
• Creative Intelligence: Creative Problem Solving and Innovation · Practices Systems Thinking · Resourceful
• Agility: Speed in adaptation, response and execution · Learning agility, self-motivated to learn, ability to ‘multi-task’

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Qualifications

• 10+ years of progressive experience in technology project and program management, with at least 5 years of experience specifically in managing customer programs
• Excellent understanding of technologies and industry vertical domain areas.
• Demonstrated expertise in specified technology areas and awareness of latest trends in the industry
• Demonstrated experience in leading complex system integrations, data migrations and application customizations. Proficiency in risk management and financial analysis.
• Strong knowledge of project management methodologies, such as Agile, Scrum, Waterfall, and hybrid approaches, along with a solid understanding of the IT landscape and trends.
• Excellent communication, negotiation and stakeholder management skills, with the ability to interact effectively with senior executives, clients and cross-functional teams in a matrix set-up.

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