ServiceNow Program Manager

Service Now Program Manager

Duration: 6+ months of contract with possible extension

Location:

Dallas, TX (Onsite from Day
1)

Roles and Responsibilities:

Program & Platform Leadership

• Lead Service Now programs spanning CMDB modernization, CSDM adoption, ITOM enablement, and enterprise service visibility.
• Coordinate delivery across multiple teams, work streams, vendors, and geographies, ensuring disciplined execution and outcome accountability.
• Proactively manage risks, issues, and dependencies; drive timely decision making and course correction.

Capability Modelling & CSDM Enablement

• Lead the persistence of Technical Services and Business Services capabilities in Service Now using the Common Service Data Model (CSDM).
• Partner with Architecture and Service Owners to align capability models, Resiliency boundaries to both business intent and operational reality, avoiding fragmentation or duplication.

Radar Alignment and Data Model Extension

• Evaluate and define when and how Radar-based capability facets (such as maturity, criticality, or strategic relevance) and Resiliency boundaries should be represented in Service Now.
• Lead decisions on extending the Service Now data model (e.g., adding fields or attributes) where justified.
• Act as the bridge between enterprise frameworks and practical CMDB implementation.

Governance, Risk & Compliance

• Ensure programs comply with enterprise governance, risk, security, and regulatory requirements.
• Establish standard program artifacts, stakeholder and executive reporting, and controls aligned with project management and audit standards.
• Drive disciplined execution using agile and PMLC/SDLC practices.

Financial and Capacity Management

• Manage program budgets, vendor spend and forecasting in partnership with Finance and procurement teams.
• Oversee vendor delivery ensuring scope, quality, and value realization.
• Ensure effective capacity planning across internal teams and external partners.

Stakeholder & Executive Management

• Serve as the key point of contact for senior stakeholders and leadership for assigned programs.
• Translate complex technical initiatives into clear, executive level updates, decisions, and trade off options.
• Build strong alignment across technology, business, and governance stakeholders.

Required Experience & Qualifications

• 10+ years of experience in Program or Project Management within enterprise environments.
• 5+ years of Service Now projects delivery with deep exposure to CMDB, ITOM, and ITSM.
• Proven experience managing cross functional programs with regulatory and enterprise impact.
• Strong understanding of:
• Service Now CMDB architecture and data models
• CSDM concepts and service modeling
• Discovery, Service Mapping, integrations, and data quality governance
• Ability to link CMDB strategy to business outcomes such as resilience, automation, risk reduction, and decision support.

Education & Certifications (Preferred):

• Bachelor’s degree in technology, Engineering, Business, or related field.
• PMP, PgMP, or equivalent program management certification.
• ITIL v4;
  Service Now CMDB / ITOM certifications preferred.