Program Manager

JPC Partners is looking for a Service Now Program / Project Manager to lead the delivery of a multi-workstream Service Now implementation. This individual will be responsible for overall program delivery, governance, stakeholder management, and coordination across business and technical teams.

In addition to leading enterprise-level projects, this role will play a key part in client relationship management, sales support, solution development, and strategic expansion of Service Now IT Service Management (ITSM) capabilities.

The individual will collaborate with sales, technical, and leadership teams to evaluate new opportunities, support solutioning discussions, assess potential product and service expansions, and determine their impact on existing and prospective clients.

The ideal candidate will have experience managing complex enterprise technology initiatives, preferably including Service Now implementations and M&A-driven projects. This role requires someone who can manage multiple work streams, maintain accountability across teams, identify risks early, and communicate effectively with both technical teams and executive leadership.

• Lead overall program delivery for a multi-workstream Service Now implementation
• Own program-level planning, project schedules, milestones, dependencies, budget, resources, and deliverables
• Manage cross-functional business and technical teams and drive accountability across multiple work streams
• Manage dependencies across Service Now work streams, business teams, technical teams, and third-party vendors
• Facilitate project governance meetings, status meetings, steering committee updates, and executive-level reviews
• Develop and maintain project plans, RAID logs, action items, decision logs, and executive-level status reporting
• Identify project risks, issues, and dependencies and proactively drive them through resolution
• Serve as the primary escalation point for program and delivery issues
• Manage scope changes and evaluate their impact on timelines, resources, budget, and overall delivery
• Partner with business and technical stakeholders to define requirements, priorities, acceptance criteria, and delivery expectations
• Oversee user story development, backlog management, sprint progress, and reporting across development teams
• Review user stories and acceptance criteria and coordinate testing and validation to ensure delivered solutions meet documented business and process requirements
• Work closely with Service Now developers, architects, business analysts, process owners, and other technical teams throughout the implementation
• Monitor development progress and identify risks that could impact committed milestones
• Coordinate system testing, integration testing, user acceptance testing (UAT), defect resolution, and production readiness
• Drive go-live planning, cutover activities, deployment readiness, and post-production stabilization
• Coordinate Service Now integrations with existing systems and newly acquired company environments
• Support M&A integration efforts by identifying technology and process gaps and coordinating the transition of acquired organizations onto standardized Service Now processes
• Ensure business stakeholders and technical teams remain aligned on priorities, requirements, timelines, and expected outcomes
• Support change management, communications, training, and user adoption activities associated with new Service Now processes and capabilities

• 5+ years of program or project management experience within IT or enterprise technology environments
• Experience managing Service Now implementations, integrations, upgrades, or transformation initiatives strongly preferred
• Experience managing technology projects associated with mergers, acquisitions, integrations, or organizational consolidation
• Experience managing multiple concurrent work streams, priorities, dependencies, and stakeholders
• Experience working in Agile/Scrum environments, including backlog management, user stories, sprint planning, and release management
• Experience coordinating UAT, defect management, release readiness, and production deployments
• Strong understanding of project governance, risk management, issue management, and change control
• Strong executive-level communication, presentation, and organizational skills
• Ability to communicate effectively between executive/business stakeholders and technical delivery teams
• Strong problem-solving skills with the ability to identify delivery risks early and drive issues through…