Program Manager - ITSM

Stefanini Group is looking for a Program Manager - ITSM for a globally recognized company! For interested applicants, click the apply button or you may reach out to Micah Andres at / for faster processing. Thank you!
Requirement
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 regionsMaintain 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 roadmapSupport definition and execution of:Governance structure & cadenceOperating model and RACIDecision 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 partnersSupport vendor governance, delivery tracking, and contractual milestone oversight during rollout phasesPrepare and deliver executive level updates for Global IT leadership and steering forums
Adoption, Readiness & Change Enablement:Drive rollout readiness, regional onboarding, and adoption planningCoordinate training, communications, and transition activities in partnership with ITSM SMEs and change teamsEnsure 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)
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