Global ServiceNow Program Lead: ITSM Rollout

CBTS; Nutley (NJ); Hybrid; USD 156,000 - 177,000; Full time

Job summary

CBTS in Nutley, NJ seeks a Senior Program Manager to lead the global rollout of ServiceNow ITSM TAN (CoE) with a 70/30 split between ITSM rollout and Cloud CoE enablement. The role requires 10+ years in enterprise IT program management and strong Agile leadership across regions.

The incumbent will coordinate with regional ITSM leads, governance bodies, and implementation partners, delivering executive updates and ensuring governance and standards are followed.

Qualifications

• 10+ years of experience as a Project / Program Manager in enterprise IT environments including experience in leading projects via Agile framework.
• Proven ability to lead Agile programs, including sprint planning, backlog prioritization, release planning, dependency management, and continuous delivery.
• Experience 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 partners

Responsibilities

• 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.
• Lead the setup and operationalization of the ITSM TAN (CoE), aligned to the approved charter and roadmap.
• Support definition and execution of operating model and RACI.
• Coordinate across Process Governance, Platform Governance, and Service Management Office (SMO) towers.
• Act as a single coordination point between Global ITSM leadership, regional ITSM leads, GCC teams, and implementation partners.
• Prepare and deliver executive-level updates for Global IT leadership and steering forums.
• 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.

Skills

Agile methodologies

Sprint planning

Cross-functional collaboration

Stakeholder management

Risk management

Education

Bachelor’s degree in Engineering, Computer Science, or related field

Tools

ServiceNow

ITSM tools

CMDB

Job description

CBTS in Nutley, NJ seeks a Senior Program Manager to lead the global rollout of ServiceNow ITSM TAN (CoE) with a 70/30 split between ITSM rollout and Cloud CoE enablement. The role requires 10+ years in enterprise IT program management and strong Agile leadership across regions.

The incumbent will coordinate with regional ITSM leads, governance bodies, and implementation partners, delivering executive updates and ensuring governance and standards are followed.