Program Manager - ITSM

Experience working with system integrators / implementation partnersITSM & Platform KnowledgeStrong understanding of ITIL‑based ITSM processes (Incident, Change, Problem, Request, CMDB, Service Catalog, Knowledge) is preferredFamiliarity with ServiceNow modules such as ITSM, CMDB, ITOM, Service Catalog, Integrations, and Reporting is preferredExposure to ITSM CoE / TAN / governance models is a strong plusProgram & Leadership Skills. REQUIRED SKILLS & EXPERIENCEExperience Requirements:10+ years of experience as a Project / Program Manager in enterprise IT environments including experience in leading projects via Agile frameworkProven ability to lead Agile programs, including sprint planning, backlog prioritization, release planning, dependency management, and continuous delivery.

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 & EXPERIENCEExperience Requirements:10+ years of experience as a Project / Program Manager in enterprise IT environments including experience in leading projects via Agile frameworkProven 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 partnersITSM & Platform KnowledgeStrong understanding of ITIL‑based ITSM processes (Incident, Change, Problem, Request, CMDB, Service Catalog, Knowledge) is preferredFamiliarity with ServiceNow modules such as ITSM, CMDB, ITOM, Service Catalog, Integrations, and Reporting is preferredExposure to ITSM CoE / TAN / governance models is a strong plusProgram & Leadership Skills
Expert‑level capability in:Program planning & executionRisk & issue managementDependency managementExecutive and stakeholder communicationAbility to work effectively across global, distributed teamsStrong documentation and reporting discipline Soft SkillsExcellent communication, facilitation, and influencing skillsAbility to operate in a high‑ambiguity, transformation environmentStrong ownership mindset; comfortable driving outcomes without formal authority PREFERRED QUALIFICATIONSExperience in pharma, life sciences, or other regulated industriesExposure to Cloud CoE, Cloud Governance, or Cloud Transformation programsFamiliarity with Agile / hybrid delivery modelsITIL certification (Foundation or above) - preferred
EDUCATION & CERTIFICATIONSEducationBachelor's degree in Engineering, Computer Science, or related fieldMaster's degree - preferred
Certifications (Preferred)ITILPMP / PRINCE2 / equivalent Program Management certificationServiceNow exposure or implementation credentials (desirable)