Principal - Program & Project Management

Service Now Program Manager

Location:

Reading, UKFull time/Permanent employmentLTM is seeking a highly experienced and certified Service Now Program Manager for driving the successful implementation and ongoing management of Service Now Programs The responsibilities includes overseeing and coordinating various program aspects ensuring they are delivered on time within budget and to the highest quality standardsRESPONSIBILITIES AND DUTIES Work with client stakeholders to discover and understand their current state environment from a process and technical perspective

Act as a trusted advisor while establishing a positive and productive working relationship with the client

Lead and manage process design initiatives and manage the translation of those requirements to the Service Now implementation team

Plan and schedule meetings to gather business and functional requirements while providing best practice process and technical guidance

Analyze business processes and provide innovative and scalable solutions to increase operational maturity

Complete full client gap analysis on process integrations and data always advising on future process, product roadmap and maturity

Communicate with clients on all aspects of initiated work in a clear and concise manner

Review and approve business requirements that create a comprehensive solution

Work with Engagement Managers and project teams to determine risks impacts priorities and timelines surrounding outstanding tasks

Create all related process documentation utilizing best practices and deliver to client or internal resources in acceptable time frame

Utilize industry standard implementation methodology following best practice standards

Meet all client deliverables in an acceptable timeframe

Communicate all project updates possible timeline deficiencies problems issues or events that could affect the overall project deliverables

Develop Service Management implementation and adoption strategies focusing on organizational change management from a tactical and practical level

Advice on options risk and impacts on business processes and cultural adoption

Assist in the scoping of new opportunities when asked to participate

Ensure each artifact produced is consistent and is driven by the enterprise standards

Stay current on Service Now technologies and assist in the maintenance of workshop material to incorporate new features where appropriate

Establish organization as a leader in the Service Now ecosystem through innovation and expertise

Ensuring the security scalability and maintainability of Service Now solutions including performance monitoring and optimization

Drive adherence to quality assurance best practices ensuring successful project outcomes

Ensure security solutions to meet changing compliance requirements Implement robust security measures to maintain secure client environments

Ensuring technical documentation and reports are shared on timely basis contributes to the knowledge base and promote best practices

Keep up with Service Now advancements to provide innovative solutions

Establish and sustain trust-based relationships with clients proactively addressing their needs and steering them toward successful results

Mentoring and guiding junior developers and other team members during implementationsQUALIFICATIONSRequired
15+ years of Experience in managing projects and programs on below Service Now Product suitesCSDM and CMDB ImplementationITOM Health and Visibility, Discovery, Service Mapping, Event management Integration with Monitoring tools Health Log Analytics Customer Service Management CSMField Service Management FSMSales Order Management SOM and Supplier Lifecycle Operations SLOTelecommunication Network Inventory TNIStrategic Portfolio Management SPMExperience across the Service Now core platform security performance and compliance

Experience in managing integration projects, third-party integration, RESTSOAP Other methods Integration Hub and Ebonding Experience in managing ITSM application

Conduct a review of design and solutions

Ready to Work in UK Client location

Preferred:

Must be customer service oriented and can work independently

Diligence in all documentation and written communication

Organization skills to multitask and to schedule work effectively

Must be able to work flexible hours as needed

Exceptional leadership problem solving, critical thinking and communication skills

Certifications on Service Now Modules will be appreciated