Program Manager - ITSM

We are seeking a seasoned ITSM TAN Program Manager to lead program execution for the global rollout of the GITSM platform (ServiceNow) and to operationalize the ITSM TAN (CoE).

This role will also support the operationalization of the Cloud CoE, helping drive adoption, standards, and governance defined by the Cloud CoE team.

The role will have an approximate work split of 70% ITSM TAN / GITSM rollout and 30% Cloud CoE enablement, and will report directly to the Global ITSM Lead.

Why This Role Exists:
 To ensure disciplined, end‑to‑end program execution of the global ServiceNow rollout across regions

To stand up and operationalize the ITSM TAN (CoE), enabling governance, standards, reporting, and adoption

To provide strong cross‑tower coordination across process, platform, SMO, and regional stakeholders

To support Cloud CoE operational maturity, ensuring standards and governance are executed consistently

KEY RESPONSIBILITIES

GITSM Platform Rollout 

Program & Delivery Leadership:

• Own end‑to‑end program management for the global ServiceNow (GITSM) rollout across phases (Design → Build → Deploy → Stabilize)
• Drive timeline management, dependency tracking, milestone delivery, and issue resolution across regions
• Maintain program‑level artifacts including RAID logs, integrated plans, dashboards, and executive reporting

ITSM TAN (CoE) Operationalization:

Lead the setup and operationalization of the ITSM TAN (CoE), aligned to the approved charter and roadmap

• Support definition and execution of:
• Governance structure & cadence
• Operating model and RACI
• Decision frameworks and intake processes

Coordinate across Process Governance, Platform Governance, and Service Management Office (SMO) towers

Stakeholder & Vendor Management:

• Act as a single coordination point between Global ITSM leadership, regional ITSM leads, GCC teams, and implementation partners
• Support vendor governance, delivery tracking, and contractual milestone oversight during rollout phases
• Prepare and deliver executive‑level updates for Global IT leadership and steering forums

Adoption, Readiness & Change Enablement:

• Drive rollout readiness, regional onboarding, and adoption planning
• Coordinate training, communications, and transition activities in partnership with ITSM SMEs and change teams
• Ensure consistent process and platform adoption aligned with TAN standards

REQUIRED SKILLS & EXPERIENCE

Experience Requirements:

10+ years of experience as a Project / Program Manager in enterprise IT environments including experience in leading projects via Agile framework

Proven ability to lead Agile programs, including sprint planning, backlog prioritization, release planning, dependency management, and continuous delivery.

Demonstrated experience working with cross-functional Agile teams, Product Owners, Scrum Masters, technical teams, and business stakeholders to drive delivery outcomes.

Strong understanding of Agile principles and practices, with experience applying Agile at scale across complex, multi-team or global initiatives.

Experience driving Agile ways of working, including iterative delivery, continuous improvement, transparency, and effective management of risks, impediments, and dependencies.Experience working with system integrators / implementation partners

ITSM & Platform Knowledge

Strong understanding of ITIL‑based ITSM processes (Incident, Change, Problem, Request, CMDB, Service Catalog, Knowledge) is preferred

Familiarity with ServiceNow modules such as ITSM, CMDB, ITOM, Service Catalog, Integrations, and Reporting is preferred

Exposure to ITSM CoE / TAN / governance models is a strong plus

Program & Leadership Skills

Expert‑level capability in:

Program planning & execution

Risk & issue management

Dependency management

Executive and stakeholder communication

Ability to work effectively across global, distributed teams

Strong documentation and reporting discipline

Soft Skills

Excellent communication, facilitation, and influencing skills

Ability to operate in a high‑ambiguity, transformation environment

Strong ownership mindset; comfortable driving outcomes without formal authority

PREFERRED QUALIFICATIONS

Experience in pharma, life sciences, or other regulated industries

Exposure to Cloud CoE, Cloud Governance, or Cloud Transformation programs

Familiarity with Agile / hybrid delivery models

ITIL certification (Foundation or above) - preferred

EDUCATION & CERTIFICATIONS

Education

Bachelor's degree in Engineering, Computer Science, or related field

Master's degree - preferred

Certifications (Preferred)

ITIL

PMP / PRINCE2 / equivalent Program Management certification

ServiceNow exposure or implementation credentials (desirable)