Program Manager - ServiceNow

Description

OVERVIEW

iTech AG is seeking an experienced Program Manager to lead the delivery of ServiceNow solutions in support of a federal client program.

This individual will serve as the primary client-facing lead, accountable for driving discovery, aligning stakeholders, and ensuring high-quality, actionable outputs that enable downstream implementation.

ROLES AND RESPONSIBILITIES

• Lead ServiceNow implementation programs leveraging native platform capabilities for project tracking, sprint management, and delivery governance keeping execution on-platform rather than in off-platform tools
• Utilize ServiceNow to manage backlogs, sprints, stories, and release planning across concurrent workstreams
• Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities
• Oversee all contract administration to ensure full compliance with deliverables, terms and conditions, service quality standards, and applicable federal government rules, regulations, and industry standards
• Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order deliverables on schedule and within scope and budget
• Monitor program performance, costs, scope, and schedules to meet program and client objectives; identify, escalate, and mitigate risks proactively
• Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities
• Serve as the authorized client interface and primary point of accountability - acting as liaison between the client, oversight manager, technical monitor, and all support services across functional business and technology offices
• Manage multiple vendors and subcontractors simultaneously across projects and operations and maintenance workstreams; supervise contractor personnel including performance feedback and day-to-day task direction
• Own all program reporting including SLA performance, financial status, and staffing; manage contractor onboarding and offboarding and ensure timely access provisioning and clearance coordination
• Advise and engage the client on key operational and strategic priorities, providing advisory support for complex challenges and ensuring on-time delivery of high-quality work products
• Build strong relationships with stakeholders
• Ensure deliverables are clear, actionable, and implementation-ready
• Coordinate and lead cross-functional teams of architects, analysts, developers, and designers across multiple workstreams; facilitate sprint ceremonies, technical reviews, and stakeholder working sessions
• Manage dependencies, risks, and issues across workstreams - escalating appropriately, driving resolution, and mentoring team members on agile practices and federal delivery norms
• Delegate and manage workstreams while ensuring consistency and quality
• Review and refine deliverables produced by supporting team members
• Other duties as assigned

MINIMUM QUALIFICATIONS

• 5+ years of experience as a project manager leading enterprise IT implementations
• Minimum of 3 years demonstrated experience in leading ServiceNow implementations.
• Hands-on working knowledge of the ServiceNow platform, including understanding of platform architecture, module interdependencies, and native project/agile features
• Proven ability to serve as the primary client point of contact on a federal IT contract, managing task order execution and program delivery accountability
• Experience coordinating cross-functional delivery teams including architects, developers, analysts, and designers across multiple concurrent workstreams
• Demonstrated experience in prioritizing and managing process improvement initiatives aimed at increasing data integrity, reporting capability, and process efficiency.
• Experience working with multiple stakeholders across business and IT
• Excellent communication skills, including executive-level presentation ability
• Experience owning program-level reporting including SLA performance tracking, financial reporting, and staffing status
• Experience supporting DevSecOps practices within a federal IT delivery context, including CI/CD pipeline awareness and IT security and compliance requirements
• Strong direct client communication skills with the ability to present complex technical concepts to non-technical audiences
• Experience developing dashboards and reporting within the ServiceNow platform
• Familiarity with federal IT environments, federal acquisition regulations, and government IT security requirements

EDUCATION AND CERTIFICATIONS

• Bachelor’s degree
• Project Management Professional (PMP)

PREFERRED QUALIFICATIONS

• ServiceNow Micro Certifications in Performance Analytics, Agile, and Test Management.
• ServiceNow CSA
• Experience in multi-entity or federated operating models

SECURITY CLEARANCE

• Ability to obtain and maintain public trust clearance
• Pursuant to government contracts, US Citizenship is required

iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.

iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to [email protected]. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.