ServiceNow CSM & SPM Deployment Program Manager

​Role Overview
The ServiceNow Program Oversight Lead serves as the client’s independent authority and “Voice of the Customer” throughout the enterprise ServiceNow CSM and SPM deployments. While a third-party implementation partner is responsible for delivery, this role provides governance, validation, and program oversight to ensure the implementation aligns with business objectives, adheres to ServiceNow leading practices, and avoids unnecessary customization or technical debt. This role is not responsible for hands-on configuration. The focus is on protecting the integrity of the platform, enforcing quality, and ensuring the program delivers as intended. ServiceNow CSM and SPM deployment experience is a must!
Key Responsibilities 

• Review and validate all Technical Design Documents (TDD) and Functional Requirements (FRD).
• Enforce Out-of-the-Box (OOB) utilization, ensure alignment to CSDM, and maintain overall platform integrity and development standards.

• Act as the primary liaison between business stakeholders and the implementation partner (e.g., HCLTech).
• Identify and escalate risks, challenge architectural decisions, and ensure accountability across delivery.

• Establish and enforce milestone checkpoints. Validate “definition of done” and ensure all deliverables meet business requirements before acceptance.

• Guide UAT strategy, test scenarios, and acceptance criteria.
• Act as an independent arbiter on defects (bug vs. enhancement) and ensure readiness for go-live.

• Advise on platform roadmap and future phases (e.g., ITOM, HRSD).
• Ensure current implementation supports long-term scalability and prepare the organization for adoption and transition

• Bachelor’s degree in computer science or related fields with 5 years’ experience as a Data Engineer.
• 8 years in the ServiceNow ecosystem, including 3 years in a Lead Architect, Governance, or Strategic Advisory role
• Proven track record overseeing 2–3 large-scale, full-lifecycle ServiceNow implementations (e.g., ITSM, SPM/ITBM, HRSD)
• Strong understanding of ServiceNow best practices, including OOB utilization, CSDM alignment, and scalable platform design
• Ability to clearly communicate complex technical concepts to both executive stakeholders and technical teams
• Experience working alongside and challenging large system integrators (e.g., HCLTech)
  

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)
• Certified Technical Architect (CTA) or Certified Management Architect (CMA) (strong plus)
• High emotional intelligence and strong stakeholder management
• Ability to navigate conflict and drive alignment across teams
• Maintains a partner-agnostic, objective perspective while holding delivery teams accountable