ServiceNow Program Manager (West Coast-US)

Ondaro’s Program Manager (West Coast) leads complex, client-facing programs focused on ServiceNow platform implementations, digital transformation, business process reengineering, and organizational change management. This role requires a strategic leader with exceptional client management skills to align cross-functional teams, manage stakeholder expectations, and deliver measurable value in a professional services environment.

Responsibilities

• Lead the planning, execution, and delivery of ServiceNow implementation projects for clients, including configuration, customization, integration, and deployment across modules such as IT Service Management (ITSM), IT Operations Management (ITOM), and HR Service Delivery.
• Oversee end-to-end digital transformation programs, incorporating technologies like AI, automation, and cloud solutions to enhance client operational efficiency and competitiveness.
• Oversee business process analysis and redesign, identifying opportunities for optimization and aligning processes with client strategic objectives.
• Develop and execute organizational change management strategies, including stakeholder engagement, training programs, communication plans, and resistance management to ensure client adoption of new systems and processes.
• Collaborate with client teams and internal cross-functional groups (e.g., IT, operations, finance, HR) to define program scope, timelines, budgets, and deliverables.
• Monitor program progress, proactively identify risks and issues, and implement mitigation strategies using agile or waterfall methodologies tailored to client needs.
• Track and report key performance indicators (KPIs) to clients and internal leadership, ensuring projects are delivered on time, within budget, and to quality standards.
• Build and maintain strong client relationships, acting as a trusted advisor and ensuring high levels of client satisfaction.
• Manage vendor relationships, including ServiceNow partners, and oversee contract negotiations and performance to support client engagements.
• Drive continuous improvement by evaluating program outcomes, gathering client feedback, and incorporating lessons learned into future engagements.

Requirements

• Bachelor’s degree in business administration, Information Technology, Project Management, or a related field; Master's degree preferred.
• 7+ years of experience in program management within a professional services or consulting environment, with at least 3 years focused on ServiceNow implementations or similar enterprise software platforms.
• Proven success in delivering digital transformation projects, including business process management (BPM) and organizational change management (OCM) for external clients.
• Certification in ServiceNow (e.g., Certified Implementation Specialist), PMP, Prosci Change Management, or equivalent.
• Strong understanding of ITIL frameworks, agile methodologies, and digital tools such as RPA, AI, or analytics platforms.
• Experience managing client-facing budgets over $1M and leading teams of 10+ members in a matrixed environment.
• Exceptional client-facing skills, with a track record of building trusted advisor relationships.
• Strong leadership and organizational skills with the ability to manage multiple ServiceNow projects and priorities simultaneously.
• Excellent communication and stakeholder management skills, with the ability to engage effectively with technical teams, business users, and executive leadership.
• Proven ability to lead cross-functional teams in a collaborative and delivery-focused environment.
• Strong problem-solving and decision-making capabilities, with a proactive approach to identifying and mitigating risks and blockers.
• Expertise in ServiceNow platform architecture and best practices.
• Proficiency in business process modeling tools (e.g., Visio, Lucidchart) and change management frameworks.
• Outstanding communication and presentation skills for engaging diverse client stakeholders.
• Ability to navigate complex client environments and adapt to evolving project requirements.
• Proficiency in project management software such as ServiceNow SPM or Microsoft Project.

Required Competencies

• Ensures Accountability: Holds self and others accountable to meet commitments; follows through on promises to clients and team members; takes ownership of decisions, actions, and outcomes; establishes clear responsibilities and processes for monitoring work and measuring results.
• Directs Work: Provides clear direction and priorities to project teams; delegates tasks appropriately; monitors client deliverables and team progress; offers guidance based on team capabilities and client expectations; removes obstacles to ensure project success.
• Drives Results: Consistently delivers measurable outcomes for clients, even in challenging circumstances; maintains a client-focused, results-driven approach; persists in overcoming obstacles to achieve project goals; motivates teams to achieve excellence.
• Drives Vision and Purpose: Articulates a compelling vision for client transformation initiatives; inspires client stakeholders and project teams with a clear strategy; creates milestones to rally support and maintain momentum; communicates the vision in a way that resonates with diverse audiences.
• Manages Complexity: Analyzes complex client challenges and contradictory information to solve problems effectively; asks probing questions to understand client needs; evaluates risks and benefits of solutions; synthesizes data from multiple sources to deliver actionable insights.
• Plans and Aligns: Develops client-aligned program plans with clear objectives and milestones; breaks down complex projects into manageable initiatives; anticipates risks and creates contingency plans; aligns deliverables with client and organizational goals.
• Resourcefulness: Optimizes resources to meet client needs efficiently; orchestrates multiple activities to achieve project goals; creatively applies resources to maximize value; adapts resource allocation to dynamic client requirements.
• Manages Ambiguity: Operates effectively in uncertain or unclear situations; makes informed decisions with incomplete information; adapts quickly to changing client priorities or project scope; helps teams navigate ambiguity with confidence and clarity.

Benefits

• Robust benefits package designed with your needs in mind.
• Support for continued education and career development.

Pay

Base salary range is $140,000 to $175,000. This range represents the expected compensation for this position. Actual salaries will vary and may be above or below the range when taking into account factors such as location, skill sets, experience and training, licensure and certifications, and other business and organizational needs.