Program Manager ITSM

We are seeking a seasoned ITSM TAN Program Manager to lead program execution for the global rollout of the GITSM platform (ServiceNow) and to operationalize the ITSM TAN (CoE).

This role will also support the operationalization of the Cloud CoE helping drive adoption standards and governance defined by the Cloud CoE team.

The role will have an approximate work split of 70% ITSM TAN / GITSM rollout and 30% Cloud CoE enablement and will report directly to the Global ITSM Lead.

Why This Role Exists:
To ensure disciplined endtoend program execution of the global ServiceNow rollout across regions

To stand up and operationalize the ITSM TAN (CoE) enabling governance standards reporting and adoption

To provide strong crosstower coordination across process platform SMO and regional stakeholders

To support Cloud CoE operational maturity ensuring standards and governance are executed consistently

GITSM Platform Rollout

Program & Delivery Leadership:

• Own endtoend program management for the global ServiceNow (GITSM) rollout across phases (Design Build Deploy Stabilize)
• Drive timeline management dependency tracking milestone delivery and issue resolution across regions
• Maintain programlevel artifacts including RAID logs integrated plans dashboards and executive reporting

ITSM TAN (CoE) Operationalization:

Lead the setup and operationalization of the ITSM TAN (CoE) aligned to the approved charter and roadmap

• Support definition and execution of:
• Governance structure & cadence
• Operating model and RACI
• Decision frameworks and intake processes

Coordinate across Process Governance Platform Governance and Service Management Office (SMO) towers

Stakeholder & Vendor Management:

• Act as a single coordination point between Global ITSM leadership regional ITSM leads GCC teams and implementation partners
• Support vendor governance delivery tracking and contractual milestone oversight during rollout phases
• Prepare and deliver executivelevel updates for Global IT leadership and steering forums

Adoption Readiness & Change Enablement:

• Drive rollout readiness regional onboarding and adoption planning
• Coordinate training communications and transition activities in partnership with ITSM SMEs and change teams
• Ensure consistent process and platform adoption aligned with TAN standards