Program Manager Infrastructure ServiceNow Service Mapping

Working familiarity with service/dependency mapping concepts and at least one mapping tool (ServiceNow Service Mapping, BMC Helix, etc.) - enough to ask the right validation questions of a technical lead, even if not personally building maps. Assess whether service maps currently in progress or "complete" are being validated by someone with the technical authority to confirm accuracy - a stale or unvalidated service map is a silent risk that won't show up in a status report until an incident exposes it.

Program Manager - Infrastructure, Device Discovery & Service Mapping Location : Lehi, Utah Core Responsibilities

Delivery & Planning

• Build and maintain a program plan decomposed into two-week sprints, with clear entry/exit criteria per sprint
• Own the backlog across two linked workstreams:
• Device Discovery - network scanning, endpoint/device inventory reconciliation, CMDB data quality
• Service Mapping - dependency mapping of infrastructure to business services, validated against CMDB CI relationships
• Facilitate sprint planning, standups, reviews, and retros; ensure velocity and burndown data are real, not theater
• Sequence the plan correctly: service mapping accuracy depends on discovery data being clean first - catch this dependency before it causes rework, not after

Risk & Issue Management

• Maintain a risk register with owner, trigger condition, and dated mitigation per risk - not a checkbox exercise
• Conduct a program health assessment within the first 30 days: identify root causes of current delays (technical, resourcing, vendor, scope, data-quality, or stakeholder-driven) and present findings with a recommended remediation path
• Assess whether service maps currently in progress or "complete" are being validated by someone with the technical authority to confirm accuracy - a stale or unvalidated service map is a silent risk that won't show up in a status report until an incident exposes it
• Escalate blockers early and in writing

Stakeholder & Vendor Management

• Manage relationships with infrastructure/network teams, security, application owners (who own the business-service definitions service maps must match), and discovery/mapping tooling vendors
• Hold vendors accountable to SOW commitments; identify when a vendor is the source of program risk and bring evidence, not opinions

Reporting

• Weekly status reporting: what shipped, what slipped, what's at risk, what decision is needed from leadership

Required Qualifications

• 10+ years managing technical infrastructure or IT operations programs
• Demonstrated experience with network/device discovery and CMDB tooling (ServiceNow Discovery, Lansweeper, Device42, etc. - adjust to your stack)
• Working familiarity with service/dependency mapping concepts and at least one mapping tool (ServiceNow Service Mapping, BMC Helix, etc.) - enough to ask the right validation questions of a technical lead, even if not personally building maps
• Proven track record correcting a program that was behind schedule or over budget - request a specific example in interview, don't accept a generic claim
• Comfortable running Agile/Scrum ceremonies in a 2-week sprint cadence
• Strong written communication

Preferred

• Hands-on experience building or validating service maps (not just managing the team that does)
• Experience with discovery protocols (SNMP, WMI, agent-based discovery)
• PMP, CSM, or equivalent certification