Program Manager – ServiceNow Projects
Project Manager I
Who We Are:
Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.
UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.
With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.
Visit us at UST.com.
You Are:
We are seeking an experienced Program Manager to oversee and manage multiple projects for a key customer/ multiple customers if required. The ideal candidate will serve as the primary point of contact between onsite stakeholders, offshore/onshore architects, and the delivery team. The Program Manager will be responsible for overall planning, execution, delivery, stakeholder engagement, and ensuring that all projects are aligned with business objectives.
The opportunity:
· Manage end-to-end delivery of multiple concurrent ServiceNow projects, including ITSM, ITOM, HRSD, IRM, CSM, or other modules.
· Define program/project objectives, scope, timelines, resources, and success metrics.
· Collaborate with customer stakeholders to understand goals, set expectations, and ensure alignment across all teams.
· Work closely with onsite and offshore Solution Architects to design scalable and sustainable solutions on the ServiceNow platform.
· Coordinate with offshore delivery teams to ensure timely and high-quality execution.
· Drive program governance, status reporting, risk management, and issue resolution.
· Track project budgets, timelines, and resource allocation.
· Facilitate Agile ceremonies (stand-ups, sprint planning, retrospectives) or traditional PM processes depending on delivery model.
· Establish effective communication channels between cross-functional stakeholders.
· Ensure adherence to customer processes, compliance, and documentation standards.
· Provide strategic insights to enhance delivery quality and operational excellence.
· Support pre-sales and solutioning efforts where required.
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
What you need:
· 10+ years of experience in IT project/program management, with at least 3 years handling ServiceNow projects.
· Proven track record managing large-scale, multi-track projects involving both offshore and onsite teams.
· Strong understanding of the ServiceNow platform and its modules (especially ITSM, ITOM, HRSD, IRM, CSM).
· Experience in project governance, planning, budget management, and delivery tracking.
· Exceptional stakeholder management and communication skills (both written and verbal).
· Hands-on knowledge of project management tools such as Jira, MS Project, Smartsheet, or ServiceNow Project Portfolio Management (PPM).
· Exposure to Agile, Scrum, and traditional Waterfall methodologies.
· Preferred Skills:
· Familiarity with ServiceNow delivery models and SDLC.
· Experience working in a customer-facing consulting role.
· Background in enterprise SaaS platforms.
· Understanding of ServiceNow deployment best practices and release management.
· Experience in handling multi-geography and multi-vendor delivery models.
· Additional qualification notes:
· 10+ years leading teams of developers, BAs, scrum masters, QA testers
· Project management certification and ability to demonstrate familiarity with project management best practices
· Strong written and verbal English communications with ability to clearly articulate concepts and ideas.
· Proficiency in risk management and mitigation techniques
· Strong, confident presence when engaging with both internal teams and customers
· Comfortable pushing back on customers and internal stakeholders when needed
· Educational Qualifications:
· Bachelor’s Degree in Computer Science, Engineering, Information Technology, or related field.
· Master’s degree in Management (preferred, not mandatory).
· Certifications (Preferred):
· PMP / PRINCE2 Certification
· Agile/Scrum Certification (CSM/SAFe Agile, etc.)
· ITIL v3/v4 Certification
· ServiceNow certifications (such as CSA or CIS – desirable but not mandatory)
Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.
Role Location: Remote
Compensation Range: $84,000-$126,000
Benefits
Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.
Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.
Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.
Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).
All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.
What we believe:
We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters belonging, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.
Humility:
We will listen, learn, be empathetic and help selflessly in our interactions with everyone.
Humanity:
Through business, we will better the lives of those less fortunate than ourselves.
Integrity:
We honor our commitments and act with responsibility in all our relationships.
Equal Employment Opportunity Statement
UST is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.
UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.
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