Title:  Program Manager

Area(s) of responsibility

•    Design, build and deploy business outcome driven solutions focused on designing processes which solve customer problems, are repeatable, accelerate value and employ process best practices and standards
•    Drives ITSM process definition, re-engineering, improvement and gap analysis of current/to-be processes. Identifies solutions from a people, process and technology perspective during workshops with key customer sponsors and stakeholders, generating the required outputs to the level required for the subsequent stages of the engagement
•    Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
•    Managing and communicating ITSM process and business requirements ensuring that the proposed solutions meet the customer's expectations
•    Provide guidance and deliver successful implementation of the to/be processes in partnership with other members of the project team
•    Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their ITSM processes
•    Completing, developing and improving required documentation such as process flow diagrams, roles/responsibilities, workshop agendas, presentations, gap analysis reports
•    Ensuring process related deliverables to Customer Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes
•    Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities
•    Invest and maintain expertise in ITSM product process capabilities, features and complimentary processes
•    Collaborate and contribute to the creation, deployment and maintenance of process best practices and standards
•    Active participant and contributor and thought leader in Communities of Excellence (in Community) that provides mentoring, implementation support, maturity maps and continual improvements
•    Build Trust and Establish Thought Leadership through Publication Activities: Knowledge Articles, White Papers, Wiki, Community, Blogs, Templates, Capability Content, etc.
•    Contribute to the continual improvement of Global Delivery and Practice business processes as well as the maturing of the ITSM practice portfolio, capabilities, expertise and best practices.
•    Provide feedback Loop into BU product teams for continual improvement of product process, OOB capabilities, features and interoperability in consideration of customer needs and requirements
•    Achieve ITSM Practice and Individual KPI’s and Metrics as defined
•    Juggle multiple and complex projects and initiatives
In order to be successful in this role, we need someone who has:
•    Proven consulting experience leading the definition and deployment of 'to be' ITSM processes/solutions in client environments.
•    Solid experience in requirements gathering, including experience in creating process documentation
•    Excellent communication skills (both written and verbal) with strong presentation and facilitation skills required to lead workshops and customer meetings (proficiency in Visio, Word and PowerPoint)