ServiceNow Program Manager Job Atlanta area,Georgia USA,IT/Tech

Service Now Delivery Manager
Location:
Atlanta, GA
Duration: 12 month CTH
Role Overview
We are seeking an experienced Service Now Delivery Manager to lead the delivery of large-scale digital transformation programs across global operations. The ideal candidate will have deep expertise in Service Now platforms (especially ITSM), experience managing Managed Cloud Operations (MCO) environments, and exposure to AI-driven solutions within service management ecosystems.
This role requires strong leadership skills to drive end-to-end program delivery, stakeholder engagement, and continuous service improvement across distributed teams.

Key Responsibilities
Program & Delivery Management

Lead end-to-end delivery of large-scale Service Now transformation programs across multiple geographies.
Manage complex, multi-workstream programs, ensuring alignment with business objectives, timelines, and budgets.
Establish and maintain governance frameworks, dashboards, KPIs, and reporting mechanisms.
Drive Agile / SAFe / hybrid delivery models for global implementations.

Service Now Platform Leadership

Oversee implementation, enhancement, and support of Service Now ITSM modules (Incident, Problem, Change, Request, CMDB).
Ensure adherence to Service Now best practices, architecture standards, and platform governance.
Collaborate with architecture teams to design scalable, secure, and future-ready solutions.

Managed Cloud Operations (MCO)

Lead delivery and operations in MCO / cloud-managed services environments.
Ensure high availability, performance, and compliance of Service Now platforms in cloud ecosystems.
Drive operational excellence through automation, monitoring, and continuous improvement initiatives.

AI & Automation Enablement

Champion adoption of AI-powered capabilities within Service Now (e.g., Virtual Agent, Predictive Intelligence, AIOps).
Identify opportunities to integrate AI/ML solutions to improve service desk efficiency and user experience.
Collaborate with data and AI teams to implement intelligent workflows and predictive analytics.

Global Stakeholder Management

Engage with C-level stakeholders, business leaders, and IT executives across regions.
Manage cross-functional teams across onshore, offshore, and nearshore locations.
Act as the primary escalation point for delivery risks and issues.

Financial & Risk Management

Manage program budgets, forecasting, and cost optimization.
Identify risks and establish mitigation strategies proactively.
Ensure compliance with organizational and regulatory standards.

People & Team Leadership

Lead and mentor large global delivery teams including developers, architects, and consultants.
Drive a culture of innovation, accountability, and continuous learning.
Support talent development and capability building in Service Now and AI domains.

Required Qualifications

Bachelor’s or Master’s degree in IT, Computer Science, or related field.
10–15+ years of experience in IT service delivery and transformation programs.
5+ years of experience in Service Now delivery leadership roles.
Strong hands-on experience with Service Now ITSM module.
Proven track record of managing large, global transformation programs.
Experience working in Managed Cloud Operations (MCO) / cloud environments.
Exposure to AI/ML implementations within ITSM or enterprise platforms.
Certifications:
- Service Now Certified System Administrator (CSA)
- ITIL v3/v4 Foundation (or higher)
- Service Now CIS-ITSM (preferred)

Preferred Skills

Experience with Service Now modules beyond ITSM (ITOM, ITBM, HRSD, CSM).
Knowledge of AIOps, automation frameworks, and integration tools.
Familiarity with cloud platforms (Azure, AWS, GCP).
Strong understanding of Dev Ops and CI/CD practices.
Excellent communication, leadership, and stakeholder management skills.

Key Competencies

Strategic thinking and execution
Program governance and risk management
Global delivery leadership
Client relationship management
Innovation and AI adoption mindset

Success Metrics

Successful delivery of transformation programs on time and within budget
Improved service performance and operational efficiency
Adoption of AI/automation capabilities
High customer satisfaction (CSAT) scores
Strong team engagement and retention

Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability status.