Senior Program Manager (ServiceNow)

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

1-2 Year Contract - Hybrid/Onsite in Nutley, NJ 3 days a week - Pay Rate: $75.00/hr - $85.00/hr

Title: Senior Program Manager - Global Rollout of ServiceNow

CBTS is searching for a seasoned ServiceNow Program Manager (ITSM TAN) 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

RESPONSIBILITIES

GITSM Platform Rollout

Program & Delivery Leadership:

• 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
• Decision frameworks and intake processes
• 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
• 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

Requirements:

• 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.
• 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 partners

ITSM & Platform Knowledge

• Strong understanding of ITIL‑based ITSM processes (Incident, Change, Problem, Request, CMDB, Service Catalog, Knowledge) is preferred
• Familiarity with ServiceNow modules such as ITSM, CMDB, ITOM, Service Catalog, Integrations, and Reporting is preferred
• Exposure to ITSM CoE / TAN / governance models is a strong plus

Expert‑level capability in:

• Program planning & execution
• Risk & issue management
• Executive and stakeholder communication
• Ability to work effectively across global, distributed teams

Soft Skills:

• Excellent communication, facilitation, and influencing skills
• Ability to operate in a high‑ambiguity, transformation environment
• Strong ownership mindset; comfortable driving outcomes without formal authority

PREFERRED QUALIFICATIONS

• Experience in pharma, life sciences, or other regulated industries
• Exposure to Cloud CoE, Cloud Governance, or Cloud Transformation programs
• Familiarity with Agile / hybrid delivery models
• ITIL certification (Foundation or above) – preferred

Education

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

Certifications (Preferred)

• ITIL
• PMP / PRINCE2 / equivalent Program Management certification
• ServiceNow exposure or implementation credentials (desirable)

CBTS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws.