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ServiceNow Program Manager

Metasys Technologies

Atlanta, GA

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JOB DETAILS
SALARY
$70–$70 Per Hour
SKILLS
Agile Programming Methodologies, Amazon Web Services (AWS), Artificial Intelligence (AI), Automation, Best Practices, Budget Management, Budgeting, C-Level Management, Change Requests/Orders, Cloud Computing, Communication Skills, Computer Science, Continuous Deployment/Delivery, Continuous Improvement, Continuous Integration, Cost Control, Cost Forecasting, Cross-Functional, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Delivery Management, DevOps, Ecosystems, Financial Risk Management, GCP (Good Clinical Practices), High Availability, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Information Technology & Information Systems, International Operations, Leadership, Maintain Compliance, Managed Care, Mentoring, Metrics, Microsoft Windows Azure, Operational Strategy, Operations Management, Performance Management, Performance Metrics, Predictive Modeling, Project/Program Management, Regulatory Compliance, Reporting Dashboards, Risk Analysis, Risk Management, Service Delivery, ServiceNow, Strategic Planning, Systems Administration/Management, Talent Management, Team Lead/Manager, Technical Support, Time Management, User Interface/Experience (UI/UX)
LOCATION
Atlanta, GA
POSTED
4 days ago

ServiceNow Delivery Manager
Location: Atlanta, GA
Duration: 12 month CTH
Role Overview
We are seeking an experienced ServiceNow Delivery Manager to lead the delivery of large-scale digital transformation programs across global operations. The ideal candidate will have deep expertise in ServiceNow platforms (especially ITSM), experience managing Managed Cloud Operations (MCO) environments, and exposure to AI-driven solutions within service management ecosystems.
This role requires strong leadership skills to drive end-to-end program delivery, stakeholder engagement, and continuous service improvement across distributed teams.
 
Key Responsibilities
Program & Delivery Management

  • Lead end-to-end delivery of large-scale ServiceNow transformation programs across multiple geographies.
  • Manage complex, multi-workstream programs, ensuring alignment with business objectives, timelines, and budgets.
  • Establish and maintain governance frameworks, dashboards, KPIs, and reporting mechanisms.
  • Drive Agile / SAFe / hybrid delivery models for global implementations.
ServiceNow Platform Leadership
  • Oversee implementation, enhancement, and support of ServiceNow ITSM modules (Incident, Problem, Change, Request, CMDB).
  • Ensure adherence to ServiceNow best practices, architecture standards, and platform governance.
  • Collaborate with architecture teams to design scalable, secure, and future-ready solutions.
Managed Cloud Operations (MCO)
  • Lead delivery and operations in MCO / cloud-managed services environments.
  • Ensure high availability, performance, and compliance of ServiceNow platforms in cloud ecosystems.
  • Drive operational excellence through automation, monitoring, and continuous improvement initiatives.
AI & Automation Enablement
  • Champion adoption of AI-powered capabilities within ServiceNow (e.g., Virtual Agent, Predictive Intelligence, AIOps).
  • Identify opportunities to integrate AI/ML solutions to improve service desk efficiency and user experience.
  • Collaborate with data and AI teams to implement intelligent workflows and predictive analytics.
Global Stakeholder Management
  • Engage with C-level stakeholders, business leaders, and IT executives across regions.
  • Manage cross-functional teams across onshore, offshore, and nearshore locations.
  • Act as the primary escalation point for delivery risks and issues.
Financial & Risk Management
  • Manage program budgets, forecasting, and cost optimization.
  • Identify risks and establish mitigation strategies proactively.
  • Ensure compliance with organizational and regulatory standards.
People & Team Leadership
  • Lead and mentor large global delivery teams including developers, architects, and consultants.
  • Drive a culture of innovation, accountability, and continuous learning.
  • Support talent development and capability building in ServiceNow and AI domains.
 
Required Qualifications
  • Bachelor’s or Master’s degree in IT, Computer Science, or related field.
  • 10–15+ years of experience in IT service delivery and transformation programs.
  • 5+ years of experience in ServiceNow delivery leadership roles.
  • Strong hands-on experience with ServiceNow ITSM module.
  • Proven track record of managing large, global transformation programs.
  • Experience working in Managed Cloud Operations (MCO) / cloud environments.
  • Exposure to AI/ML implementations within ITSM or enterprise platforms.
  • Certifications:
    • ServiceNow Certified System Administrator (CSA)
    • ITIL v3/v4 Foundation (or higher)
    • ServiceNow CIS-ITSM (preferred)
 
Preferred Skills
  • Experience with ServiceNow modules beyond ITSM (ITOM, ITBM, HRSD, CSM).
  • Knowledge of AIOps, automation frameworks, and integration tools.
  • Familiarity with cloud platforms (Azure, AWS, GCP).
  • Strong understanding of DevOps and CI/CD practices.
  • Excellent communication, leadership, and stakeholder management skills.
 
Key Competencies
  • Strategic thinking and execution
  • Program governance and risk management
  • Global delivery leadership
  • Client relationship management
  • Innovation and AI adoption mindset
 
Success Metrics
  • Successful delivery of transformation programs on time and within budget
  • Improved service performance and operational efficiency
  • Adoption of AI/automation capabilities
  • High customer satisfaction (CSAT) scores
  • Strong team engagement and retention

 


Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability status.
 

About the Company

M

Metasys Technologies

With over 15 years of experience, Metasys Technologies (MTI) provides consultants with rewarding career opportunities in a multitude of organizations.

Rated by The Atlanta Business Chronicle as one of the best places to work, MTI provides our consultants with opportunities for growth and recognition. MTI has a nationwide network of clients including Fortune 50 companies and numerous medium to small sized businesses.

We offer opportunities in I.T. Professional Services, Finance & Accounting, and Business Professional Services.

Our tools and consultant care program help you with the interview process and provide you with continuous guidance and insight.

If you are a candidate looking for career growth or change, we can help you find a career that matches your aspirations.

COMPANY SIZE
100 to 499 employees
INDUSTRY
Computer/IT Services
FOUNDED
2000
WEBSITE
http://metasysinc.com/

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