Servicenow Program Manager

2 weeks ago

Singapore TOSS-EX PTE. LTD. Full time

Key Responsibilities and Key performance indicators

  • Portfolio & Program Management:
  • Develop and execute a comprehensive ServiceNow portfolio and program strategy aligned with business goals.
  • Identify and prioritize ServiceNow initiatives based on business needs and ROI potential.
  • Manage the ServiceNow portfolio budget and resources effectively.
  • Track and report on the performance of ServiceNow initiatives and programs.
  • Collaborate with crossfunctional teams to ensure successful implementation of ServiceNow initiatives.
  • Managed Services:
  • Lead and manage the ServiceNow managed services program for the customer, ensuring efficient and reliable service delivery.
  • Oversee the daytoday operations of the customer's ServiceNow platform, ensuring optimal performance and uptime.
  • Manage and lead a team of ServiceNow specialists responsible for incident resolution, problem management, and change control.
  • Track and report on program performance metrics, identifying and addressing any risks or issues proactively.
  • Continuously monitor and optimize ServiceNow performance metrics.
  • Enhancements:
  • Partner with the customer to identify and prioritize enhancement opportunities for their ServiceNow platform.
  • Develop and manage project plans for ServiceNow enhancements, ensuring they are delivered on time, within budget, and meet the customer's expectations.
  • Work closely with development and implementation teams to ensure successful execution of enhancements.
  • Continuous Improvement:
  • Drive a culture of continuous improvement within the customer's ServiceNow environment.
  • Work with the customer to identify areas for improvement and develop and implement action plans.
  • Track progress and measure the impact of improvement initiatives.
  • Foster a collaborative and purposeful environment within the program team.
  • Additional Responsibilities:
  • Manage relationships with key stakeholders within the customer organization.
  • Provide regular updates and reports on the status of ServiceNow activities and initiatives.
  • Stay current on the latest ServiceNow trends and best practices.

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