Program Manager

JPC Partners is looking for a ServiceNow Program / Project Manager to lead the delivery of a multi-workstream ServiceNow implementation. This individual will be responsible for overall program delivery, governance, stakeholder management, and coordination across business and technical teams.

The ideal candidate will have experience managing complex enterprise technology initiatives, preferably including ServiceNow implementations and M&A-driven projects. This role requires someone who can manage multiple workstreams, maintain accountability across teams, identify risks early, and communicate effectively with both technical teams and executive leadership.

Responsibilities

• Lead overall program delivery for a multi-workstream ServiceNow implementation

• Own program-level planning, project schedules, milestones, dependencies, budget, resources, and deliverables

• Manage cross-functional business and technical teams and drive accountability across multiple workstreams

• Manage dependencies across ServiceNow workstreams, business teams, technical teams, and third-party vendors

• Facilitate project governance meetings, status meetings, steering committee updates, and executive-level reviews

• Develop and maintain project plans, RAID logs, action items, decision logs, and executive-level status reporting

• Identify project risks, issues, and dependencies and proactively drive them through resolution

• Serve as the primary escalation point for program and delivery issues

• Manage scope changes and evaluate their impact on timelines, resources, budget, and overall delivery

• Partner with business and technical stakeholders to define requirements, priorities, acceptance criteria, and delivery expectations

• Oversee user story development, backlog management, sprint progress, and reporting across development teams

• Review user stories and acceptance criteria and coordinate testing and validation to ensure delivered solutions meet documented business and process requirements

• Work closely with ServiceNow developers, architects, business analysts, process owners, and other technical teams throughout the implementation

• Monitor development progress and identify risks that could impact committed milestones

• Coordinate system testing, integration testing, user acceptance testing (UAT), defect resolution, and production readiness

• Drive go-live planning, cutover activities, deployment readiness, and post-production stabilization

• Coordinate ServiceNow integrations with existing systems and newly acquired company environments

• Support M&A integration efforts by identifying technology and process gaps and coordinating the transition of acquired organizations onto standardized ServiceNow processes

• Ensure business stakeholders and technical teams remain aligned on priorities, requirements, timelines, and expected outcomes

• Support change management, communications, training, and user adoption activities associated with new ServiceNow processes and capabilities

Qualifications

• 5+ years of program or project management experience within IT or enterprise technology environments

• Experience managing ServiceNow implementations, integrations, upgrades, or transformation initiatives strongly preferred

• Experience managing technology projects associated with mergers, acquisitions, integrations, or organizational consolidation

• Experience managing multiple concurrent workstreams, priorities, dependencies, and stakeholders

• Experience working in Agile/Scrum environments, including backlog management, user stories, sprint planning, and release management

• Experience coordinating UAT, defect management, release readiness, and production deployments

• Strong understanding of project governance, risk management, issue management, and change control

• Strong executive-level communication, presentation, and organizational skills

• Ability to communicate effectively between executive/business stakeholders and technical delivery teams

• Strong problem-solving skills with the ability to identify delivery risks early and drive issues through resolution

• Experience with Smartsheet

• Familiarity with ServiceNow modules such as ITSM, ITOM, CSM, HRSD, or SPM is a plus

• PMP or equivalent project management certification preferred