ServiceNow Program Manager

Ondaro is with you for what comes next.

Ondaro is a premier professional services firm specializing in delivering innovative technology solutions and strategic consulting to clients across diverse industries. We are seeking an experienced Program Manager to lead ServiceNow implementations and digital transformation initiatives, driving business process optimization and organizational change for our clients.

Job Summary:

The Program Manager will lead complex, client-facing programs focused on ServiceNow platform implementations, digital transformation, business process reengineering, and organizational change management. This role requires a strategic leader with exceptional client management skills to align crossfunctional teams, manage stakeholder expectations, and deliver measurable value in a professional services environment. The ideal candidate will combine technical expertise, consulting acumen, and leadership to ensure successful project outcomes and client satisfaction.

Key Responsibilities:

• Lead the planning, execution, and delivery of ServiceNow implementation projects for clients, including configuration, customization, integration, and deployment across modules such as IT Service Management (ITSM), IT Operations Management (ITOM), and HR Service Delivery.
• Oversee end-to-end digital transformation programs, incorporating technologies like AI, automation,

and cloud solutions to enhance client operational efficiency and competitiveness.

• Oversee business process analysis and redesign, identifying opportunities for optimization and aligning

processes with client strategic objectives.

• Develop and execute organizational change management strategies, including stakeholder

engagement, training programs, communication plans, and resistance management to ensure client

adoption of new systems and processes.

• Collaborate with client teams and internal cross-functional groups (e.g., IT, operations, finance, HR) to

define program scope, timelines, budgets, and deliverables.

• Monitor program progress, proactively identify risks and issues, and implement mitigation strategies

using agile or waterfall methodologies tailored to client needs.

• Track and report key performance indicators (KPIs) to clients and internal leadership, ensuring projects

are delivered on time, within budget, and to quality standards.

• Build and maintain strong client relationships, acting as a trusted advisor and ensuring high levels of

client satisfaction.

• Manage vendor relationships, including ServiceNow partners, and oversee contract negotiations and

performance to support client engagements.

• Drive continuous improvement by evaluating program outcomes, gathering client feedback, and

incorporating lessons learned into future engagements.

Qualifications and Experience

• Bachelor's degree in business administration, Information Technology, Project Management, or a related

field; Master's degree preferred.

• 7+ years of experience in program management within a professional services or consulting

environment, with at least 3 years focused on ServiceNow implementations or similar enterprise

software platforms.

• Proven success in delivering digital transformation projects, including business process management

(BPM) and organizational change management (OCM) for external clients.

• Certification in ServiceNow (e.g., Certified Implementation Specialist), PMP, Prosci Change Management,

or equivalent.

• Strong understanding of ITIL frameworks, agile methodologies, and digital tools such as RPA, AI, or

analytics platforms.

• Experience managing client-facing budgets over $1M and leading teams of 10+ members in a matrixed

environment.

• Exceptional client-facing skills, with a track record of building trusted advisor relationships