Program Manager – ServiceNow Projects

Program Manager – ServiceNow Projects Project Manager I Who We Are: Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world. UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live. With us, you'll create a boundless impact that transforms your career—and the lives of people across the world. Visit us at UST.com. You Are: We are seeking an experienced Program Manager to oversee and manage multiple projects for a key customer/ multiple customers if required. The ideal candidate will serve as the primary point of contact between onsite stakeholders, offshore/onshore architects, and the delivery team. The Program Manager will be responsible for overall planning, execution, delivery, stakeholder engagement, and ensuring that all projects are aligned with business objectives. The opportunity: · Manage end-to-end delivery of multiple concurrent ServiceNow projects, including ITSM, ITOM, HRSD, IRM, CSM, or other modules. · Define program/project objectives, scope, timelines, resources, and success metrics. · Collaborate with customer stakeholders to understand goals, set expectations, and ensure alignment across all teams. · Work closely with onsite and offshore Solution Architects to design scalable and sustainable solutions on the ServiceNow platform. · Coordinate with offshore delivery teams to ensure timely and high-quality execution. · Drive program governance, status reporting, risk management, and issue resolution. · Track project budgets, timelines, and resource allocation. · Facilitate Agile ceremonies (stand-ups, sprint planning, retrospectives) or traditional PM processes depending on delivery model. · Establish effective communication channels between cross-functional stakeholders. · Ensure adherence to customer processes, compliance, and documentation standards. · Provide strategic insights to enhance delivery quality and operational excellence. · Support pre-sales and solutioning efforts where required. This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required. What you need: · 10+ years of experience in IT project/program management, with at least 3 years handling ServiceNow projects. · Proven track record managing large-scale, multi-track projects involving both offshore and onsite teams. · Strong understanding of the ServiceNow platform and its modules (especially ITSM, ITOM, HRSD, IRM, CSM). · Experience in project governance, planning, budget management, and delivery tracking. · Exceptional stakeholder management and communication skills (both written and verbal). · Hands-on knowledge of project management tools such as Jira, MS Project, Smartsheet, or ServiceNow Project Portfolio Management (PPM). · Exposure to Agile, Scrum, and traditional Waterfall methodologies. · Preferred Skills: · Familiarity with ServiceNow delivery models and SDLC. · Experience working in a customer-facing consulting role. · Background in enterprise SaaS platforms. · Understanding of ServiceNow deployment best practices and release management. · Experience in handling multi-geography and multi-vendor delivery models. · Additional qualification notes: · 10+ years leading teams of developers, BAs, scrum masters, QA testers · Project management certification and ability to demonstrate familiarity with project management best practices · Strong written and verbal English communications with ability to clearly articulate concepts and ideas. · Proficiency in risk management and mitigation techniques · Strong, confident presence when engaging with both internal teams and customers · Comfortable pushing back on customers and internal stakeholders when needed · Educational Qualifications: · Bachelor's Degree in Computer Science, Engineering, Information Technology, or related field. · Master's degree in Management (preferred, not mandatory). · Certifications (Preferred): · PMP / PRINCE2 Certification · Agile/Scrum Certification (CSM/SAFe Agile, etc.) · ITIL v3/v4 Certification · ServiceNow certifications (such as CSA or CIS – desirable but not mandatory)

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world. UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live. With us, you'll create a boundless impact that transforms your career—and the lives of people across the world.