ServiceNow Program Manager

#w2 Role

JD :

We are seeking an experienced ServiceNow Program Manager to lead the strategic planning, execution, and delivery of enterprise-wide ServiceNow programs. In this hybrid role (2 days onsite in Oakland), you will drive complex implementations, optimizations, and enhancements across IT Service Management (ITSM), IT Operations Management (ITOM), HR Service Delivery, Customer Service Management, and other ServiceNow modules, ensuring alignment with business objectives, on-time delivery, and measurable value. Key Responsibilities Lead end-to-end ServiceNow program lifecycle : initiation, planning, execution, monitoring, risk management, and closure for multiple concurrent projects. Define program scope, objectives, success criteria, roadmaps, timelines, budgets, and resource plans in collaboration with business stakeholders, IT leadership, and vendors. Manage cross-functional teams (developers, architects, business analysts, third-party integrators) using Agile / Scrum methodologies; facilitate sprint planning, stand-ups, demos, and retrospectives. Oversee ServiceNow platform governance, change management, release coordination, and post-go-live support to ensure high adoption and minimal disruption. Identify, track, and mitigate program risks / issues; escalate proactively to senior leadership. Provide regular status reporting, dashboards, and executive-level updates on program health, milestones, ROI, and KPIs. Partner with stakeholders to translate business needs into ServiceNow solutions; drive continuous improvement and platform maturity. Manage vendor relationships (ServiceNow partners, integrators) and ensure compliance with contracts / SLAs. Required Qualifications Bachelor's degree in Computer Science, Information Systems, Business, or related field (Master's preferred). 7+ years of program / project management experience, with at least 5 years focused on ServiceNow implementations or administration. Proven track record delivering large-scale ServiceNow programs (multi-module, enterprise-wide) on time and within budget. Strong knowledge of ServiceNow platform capabilities, modules (ITSM, ITOM, CSM, HRSD, etc.), and best practices (Now Platform, Vancouver / Washington DC releases or later). Experience with Agile / Scrum frameworks; PMP, CSM, SAFe, or ServiceNow Certified Implementation Specialist certification highly preferred. Excellent stakeholder management, communication, and leadership skills; ability to influence without authority. Proficiency in program tools : Jira, Confluence, ServiceNow PPM, Microsoft Project, or similar. Preferred Skills Experience in hybrid cloud environments, integrations (e.g., APIs, MID Server, Integration Hub), and ServiceNow security / compliance. Background in regulated industries (healthcare, finance, public sector) or Bay Area enterprises a plus. Familiarity with DevOps practices and CI / CD for ServiceNow