Program Manager - ServiceNow (342)

Description

• Lead ServiceNow implementation programs leveraging native platform capabilities for project tracking, sprint management, and delivery governance keeping execution on-platform rather than in off-platform tools
• Utilize ServiceNow to manage backlogs, sprints, stories, and release planning across concurrent workstreams
• Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities
• Oversee all contract administration to ensure full compliance with deliverables, terms and conditions, service quality standards, and applicable federal government rules, regulations, and industry standards
• Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order deliverables on schedule and within scope and budget
• Monitor program performance, costs, scope, and schedules to meet program and client objectives; identify, escalate, and mitigate risks proactively
• Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities
• Serve as the authorized client interface and primary point of accountability — acting as liaison between the client, oversight manager, technical monitor, and all support services across functional business and technology offices
• Manage multiple vendors and subcontractors simultaneously across projects and operations and maintenance workstreams; supervise contractor personnel including performance feedback and day-to-day task direction
• Own all program reporting including SLA performance, financial status, and staffing; manage contractor onboarding and offboarding and ensure timely access provisioning and clearance coordination
• Advise and engage the client on key operational and strategic priorities, providing advisory support for complex challenges and ensuring on-time delivery of high-quality work products
• Build strong relationships with stakeholders
• Ensure deliverables are clear, actionable, and implementation-ready
• Coordinate and lead cross-functional teams of architects, analysts, developers, and designers across multiple workstreams; facilitate sprint ceremonies, technical reviews, and stakeholder working sessions
• Manage dependencies, risks, and issues across workstreams — escalating appropriately, driving resolution, and mentoring team members on agile practices and federal delivery norms
• Delegate and manage workstreams while ensuring consistency and quality
• Review and refine deliverables produced by supporting team members
• Other duties as assigned

• 5+ years of experience as a project manager leading enterprise IT implementations
• Minimum of 3 years demonstrated experience in leading ServiceNow implementations.
• Hands-on working knowledge of the ServiceNow platform, including understanding of platform architecture, module interdependencies, and native project/agile features
• Proven ability to serve as the primary client point of contact on a federal IT contract, managing task order execution and program delivery accountability
• Experience coordinating cross-functional delivery teams including architects, developers, analysts, and designers across multiple concurrent workstreams
• Demonstrated experience in prioritizing and managing process improvement initiatives aimed at increasing data integrity, reporting capability, and process efficiency.
• Experience working with multiple stakeholders across business and IT
• Excellent communication skills, including executive-level presentation ability
• Experience owning program-level reporting including SLA performance tracking, financial reporting, and staffing status
• Experience supporting DevSecOps practices within a federal IT delivery context, including CI/CD pipeline awareness and IT security and compliance requirements
• Strong direct client communication skills with the ability to present complex technical concepts to non-technical audiences
• Experience developing dashboards and reporting within the ServiceNow platform
• Familiarity with federal IT environments, federal acquisition regulations, and government IT security requirements

• Bachelor’s degree
• Project Management Professional (PMP)

• ServiceNow Micro Certifications in Performance Analytics, Agile, and Test Management.
• ServiceNow CSA
• Experience in multi-entity or federated operating models

• Ability to obtain and maintain public trust clearance
• Pursuant to government contracts, US Citizenship is required