Associate Director, Delivery & Program Management - R01557826
The ServiceNow Program Manager is responsible for overall program leadership, guidance, and oversight to ensure the on-time and on-budget delivery of all contracted deliverables meeting agreed quality standards. Key responsibilities include developing governance and reporting mechanisms for transparent stakeholder visibility of commitments, risks, issues, and financials; implementing resource strategies and process mechanisms; and providing counsel to senior stakeholders while managing conflicts constructively. The role involves setting performance expectations for project managers and team members, managing scope and budget variances, and ensuring alignment of the program scope with business priorities. Additionally, the Program Manager must manage program-level risks and dependencies, foster collaboration among diverse stakeholders, and provide technical expertise in planning and execution. Acting as a trusted advisor to senior client stakeholders, maintaining positive relationships.
Key Skills and Experience:
Candidates should have between five to ten years of IT project management experience, including at least two years as a Program Manager, and hold a PMP or CAPM qualification. Proficiency in MS Project for creating robust project schedules with traceable critical paths is required. Experience must include managing large-scale global transformation programs that encompass people, processes, and technology. The role demands demonstrated ability to manage relationships with senior business and IT stakeholders up to the CXO level, foster a ‘one team’ mindset across multi-disciplinary and multicultural global teams, and establish strong governance models including enterprise programme PMO setup. The Programme Manager should be skilled in translating complex technology concepts for diverse audiences and have an understanding of industry compliance standards and regulations. Experience in BFSI markets and strong knowledge of IT service management, HAM, and delivery assurance principles is important.
Responsibilities:
Overall Program leadership, guidance and oversight.Ensure on-time on-budget delivery to agreed quality standards of all committed and contracted deliverables. Develop governance and reporting mechanisms to ensure all stakeholder have transparent visibility of contractual commitments, risk & issues, and financials. Develop and implement resource strategies and process mechanisms. Provide counsel to senior stakeholders, delivering constructive challenges and managing conflict. Establish performance expectations and lead project managers and team member expectations of delivery requirements, outcomes and results. Manage scope and budget variance, communicate change requests and participate in the scope resolution process. Ensure scope of the program aligns with business priorities. Manage program-level risks and dependencies. Create a collaborative and high-level coordination across broad range of stakeholders. Provide technical expertise in planning, execution and leadership. Act as the trusted advisor to senior client stakeholders, and ensure the team are considered an integral part of the client team. Maintain good positive working relationship with ITSM, Operations, Development and Business stakeholder teams and in particular the Client sponsor and exec team. Requirements:
5–10 years of IT Project Management experience, including at least 2 years as a Program Manager.PMP or CAPM certification required.Excellent MS Project skills with the ability to create robust, traceable project schedules and critical paths.Extensive experience delivering large-scale global transformation programs covering people, process, and technology dimensions.Demonstrated ability to manage effective relationships with senior business and IT stakeholders, up to CXO level.Proven capability to motivate and build “one team” cultures, strengthening global, multi-disciplinary, and multi-cultural teams.Strong expertise in establishing and executing governance models, milestone tracking, and enterprise PMO frameworks.Excellent communication and articulation skills — able to translate complex technology concepts into clear, actionable insights.Understanding of relevant industry compliance standards and regulations.Experience in BFSI markets preferred.Solid knowledge of IT Service Management (ITSM), Hardware Asset Management (HAM), and delivery assurance principles.Hands-on experience with ServiceNow delivery and enhancement projects, ideally including HAM.KPIs:
Delivery on time, within agreed scope and on budget Accurate risk and activity reporting Client CSAT scoresProvision of reporting and analysis in a timely manner Delivery of weekly management reportsJob requirements
Run the engagement to meet the client expectations and ensure Brillio delivery outcomes and requirements are met. Provide team leadership across all delivery streams, ensuring each role understands the engagement outcomes, and their contribution, and ensure each member of the team delivers to ensure the milestones are met on time and to the required quality. Ensure effective integration and alignment between Brillio teams and client teams, maintaining a single cohesive delivery approach and shared success metrics. Ensure the team’s adherence to scope, architectural and solution governance Drive continuous improvement by capturing lessons learned, promoting reuse of assets, and ensuring consistent application of Brillio delivery standards and best practices.
