Responsibilities:
• Portfolio & Program Management:
o Develop and execute a comprehensive ServiceNow portfolio and program strategy aligned with business goals.
o Identify and prioritize ServiceNow initiatives based on business needs and ROI potential.
o Manage the ServiceNow portfolio budget and resources effectively.
o Track and report on the performance of ServiceNow initiatives and programs.
o Collaborate with cross-functional teams to ensure successful implementation of ServiceNow initiatives.
• Managed Services:
o Lead and manage the ServiceNow managed services program for the customer, ensuring efficient and reliable service delivery.
o Oversee the day-to-day operations of the customer's ServiceNow platform, ensuring optimal performance and uptime.
o Manage and lead a team of ServiceNow specialists responsible for incident resolution, problem management, and change control.
o Track and report on program performance metrics, identifying and addressing any risks or issues proactively.
o Continuously monitor and optimize ServiceNow performance metrics.
• Enhancements:
o Partner with the customer to identify and prioritize enhancement opportunities for their ServiceNow platform.
o Develop and manage project plans for ServiceNow enhancements, ensuring they are delivered on time, within budget, and meet the customer's expectations.
o Work closely with development and implementation teams to ensure successful execution of enhancements.
• Continuous Improvement:
o Drive a culture of continuous improvement within the customer's ServiceNow environment.
o Work with the customer to identify areas for improvement and develop and implement action plans.
o Track progress and measure the impact of improvement initiatives.
o Foster a collaborative and purposeful environment within the program team.
• Additional Responsibilities:
o Manage relationships with key stakeholders within the customer organization.
o Provide regular updates and reports on the status of ServiceNow activities and initiatives.
o Stay current on the latest ServiceNow trends and best practices.
Qualifications:
• 15+ years of experience in program management, preferably with a focus on IT service delivery.
• 7+ years of experience with ServiceNow platform configuration, administration, and best practices.
• Proven track record of successfully delivering complex IT programs on time and within budget.
• Strong understanding of ServiceNow platform and its capabilities.
• Experience managing Agile methodologies, such as Scrum and Kanban, is a plus.
• Excellent communication, interpersonal, and leadership skills.
• Ability to manage multiple priorities and stakeholders effectively.
• Strong analytical and critical thinking skills.
• Proven ability to work independently and as part of a team.
