PROGRAM MANAGER, SERVICENOW

Job Purpose

Responsible for overseeing the successful implementation and management of ServiceNow programs across the organization. Ensure that all ServiceNow-related projects align with the business objectives and are delivered on time, within scope, and within budget. Work closely with internal teams, vendors, and stakeholders to design and execute programs that improve operational efficiency, customer satisfaction, and IT service management (ITSM).

Key Accountability Areas

Program Leadership and Strategy:

• Lead and manage the entire lifecycle of ServiceNow programs, including planning, execution, and delivery.
• Develop the overall program strategy, timelines, and resource allocation in alignment with business needs and IT objectives.
• Ensure the ServiceNow platform is leveraged to its fullest potential to drive business transformation and process automation.
• Work with senior leadership to establish clear goals and success metrics for the ServiceNow initiatives.

Stakeholder Management:

• Serve as the primary point of contact for stakeholders across the organization, ensuring alignment on project goals, timelines, and deliverables.
• Engage with business unit leaders, IT teams, and third-party vendors to gather requirements and ensure that ServiceNow solutions meet business needs.
• Conduct regular status updates, manage expectations, and provide clear communication to stakeholders on project progress and key decisions.

Project Management:

• Oversee multiple ServiceNow projects, ensuring adherence to scope, budget, and timeline.
• Develop detailed project plans, timelines, and work breakdown structures to manage execution.
• Monitor project progress, identify risks, and implement mitigation strategies as needed.
• Coordinate with cross-functional teams, including IT, HR, finance, and operations, to ensure project success.

ServiceNow Platform Management:

• Drive the design, development, and implementation of ServiceNow modules (e.g., ITSM, HR, CMDB, ITOM, ITBM).
• Work with development teams to ensure proper configuration, customization, and integration with other systems.
• Monitor the performance and stability of the ServiceNow platform, ensuring high availability and continuous improvement.
• Ensure governance and best practices are followed in the implementation and ongoing management of the platform.

Team Leadership and Mentorship:

• Lead and mentor a team of ServiceNow developers, administrators, and analysts, fostering a culture of collaboration and continuous learning.
• Provide coaching and guidance to team members, ensuring that projects are completed to a high standard.
• Drive the professional development of team members, supporting their growth in technical and managerial roles.

Change Management:

• Implement and drive organizational change management strategies to ensure successful user adoption of ServiceNow tools and processes.
• Develop training programs, user manuals, and support documentation to aid in the transition to new systems and processes.
• Act as a champion for the ServiceNow platform, promoting its use across the organization to streamline and automate workflows.

Vendor Management:

• Manage relationships with external vendors and consultants who provide ServiceNow support and services.
• Ensure contracts are in place, deliverables are met, and budgets are maintained for all third-party engagements.
• Negotiate with vendors to obtain the best value for the organization while maintaining high-quality service delivery.

Role Accountability

HR Proficiency:

• Ability to recruit, recognize and cultivate high performers and expose them in order to create a robust second line of management.
• Ability to recognize low performers and guide them to improve or release them.
• Ability to treat subordinates equally without any discrimination.
• Assessment criteria of subordinates is performance that leads to planned results.
• Ensure availability of delegation of authority matrix to have sufficient delegations as per company policy.

Responsibility:

• Must take full responsibility for his operation as per the job description and the required deliverables from this position, taking into consideration the general company guidelines.
• Able to anticipate problems and make the necessary proactive steps to prevent them
• Ability to take necessary and proper timely decisions.

Delivery:

• Deliver the required results in timely manner with required quality and cost.

Making a Tangible Difference:

• Must make a tangible difference to his area of operation. and exceed business expectations.

Business Planning and Performance:

• Able to transform the corporate goals into business plans.
• Able to Plan, follow-up and execute those plans, whether they are annual or development plans.
• Monitor the plan performance and initiate action to strengthen results and take the corrective action accordingly.
• Provide periodic work progress reports.
• Responsible for monitoring and controlling budgets and expenses to achieve the optimum cost efficiency.

Organizational Development:

• Develop the organizational structure according to the current requirements taking into consideration future and development plans.
• Ensure availability of job descriptions for all job roles and deployment.

Business Process Improvements:

• Develop, coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.
• Should be conversant and able to navigate through IT solutions especially those relevant to his job and business.
• Promote the automated systems and using them fully, to spread its culture.

Quality:

• Quality is considered as alfanar’s prime competitive advantage as such, managers are expected to act accordingly.

Adaptation:

• Adapt to new and alternative techniques, technologies, management structures, and business models.

Health, Safety and Environment:

• Ensure a safe, secure, and legal work environment as per the standard regulations.

Academic Qualification

Work Experience

Technical / Functional Competencies