Cognizant

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Program Manager



Job summary

Program Manager role in a global organization responsible for planning coordinating and delivering complex ServiceNow programs using the OMT framework in a hybrid work model. The role focuses on orchestrating cross functional teams ensuring quality outcomes and aligning initiatives with business goals while enhancing digital employee experiences for clients.


Responsibilities

  • Coordinate multi stream ServiceNow programs by defining scope timelines and key milestones that align with enterprise transformation objectives and client expectations
  • Drive adoption of ServiceNow OMT by translating product and platform strategy into structured implementation plans tailored to customer environments
  • Manage end to end program governance by organizing status reviews risk assessments and decision forums to keep stakeholders informed and engaged
  • Monitor program performance using defined metrics and dashboards to track progress identify deviations and implement timely corrective actions
  • Collaborate with product owners architects and engineering teams to refine backlogs and ensure program priorities are aligned with business value and technical feasibility
  • Coordinate dependencies across multiple ServiceNow modules and integrations to ensure coherent delivery of features and seamless user experiences
  • Guide teams to follow standard processes for configuration testing and deployment of ServiceNow solutions while promoting reuse and consistent practices
  • Engage customer stakeholders in workshops and review sessions to clarify requirements validate outcomes and strengthen long term partnerships
  • Prepare clear program documentation including plans status reports risk registers and communication packs that can be easily understood by technical and nontechnical audiences
  • Resolve impediments and issues by coordinating with internal support functions and vendor partners to minimize disruption and maintain program momentum
  • Ensure adherence to compliance security and quality standards by aligning program activities with organizational policies and audit requirements
  • Optimize resource utilization by coordinating allocation tracking capacity and identifying skill gaps to support sustainable delivery across hybrid teams
  • Contribute to continuous improvement by capturing lessons learned from each release and embedding best practices into future ServiceNow programs
  • Ensure a healthy work environment by respecting hybrid work preferences using digital collaboration tools and promoting inclusive interactions across geographically distributed teams
  • Drive measurable outcomes that improve employee and customer experiences such as reduced resolution times improved self service and higher satisfaction levels

    • Qualifications

  • Possess eight to ten years of experience in program or project management with a strong focus on enterprise SaaS or IT service management initiatives
  • Demonstrate practical experience managing ServiceNow implementations including modules covering IT service workflows and digital operations
  • Exhibit hands on familiarity with the ServiceNow OMT operating model including structures for demand intake product lines and scaled delivery
  • Show proficiency in planning and tracking tools used for Agile and hybrid delivery models along with the ability to interpret dashboards and metrics
  • Display strong communication and negotiation capabilities that enable effective interaction with client stakeholders delivery teams and support functions
  • Apply sound understanding of risk management dependency management and change control practices within complex technology programs
  • Bring working knowledge of IT service management concepts and enterprise service processes to connect platform capabilities with business needs
  • Value inclusive collaboration across diverse teams and demonstrate the ability to manage hybrid work arrangements without compromising productivity
  • Consider Certified Scrum Master or similar Agile credentials as an advantage for supporting iterative and incremental delivery in ServiceNow programs


    • Certifications Required

    ServiceNow Certified Implementation Specialist or equivalent advanced ServiceNow certification preferred

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