Job Description
About the Role
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The Enterprise Org is driving a multi-year transformation to build a unified Global IT Service Management (GITSM) ecosystem on ServiceNow. You will lead global rollout execution and stand up the ITSM Technology Alignment Network (TAN), the client’s Center of Excellence. Role split: 70% ITSM TAN/GITSM rollout, 30% Cloud CoE enablement. Reports to the Global ITSM Lead.
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Key Responsibilities
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- Own end-to-end ServiceNow rollout management (Design, Build, Deploy, Stabilize)
- Manage timelines, dependencies, milestones, and issues across regions
- Maintain RAID logs, integrated plans, dashboards, and executive reporting
- Operationalize the ITSM TAN: governance cadence, operating model, RACI, and intake
- Coordinate Process Governance, Platform Governance, and SMO towers
- Partner with global and regional ITSM leads, GCC teams, and implementation partners
- Oversee vendor delivery and contractual milestones
- Drive readiness, onboarding, training, communications, and adoption
- Support Cloud CoE standards and governance
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Required Qualifications
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- 10+ years as a Project/Program Manager in enterprise IT
- Agile program leadership at scale across global, multi-team initiatives
- Experience with system integrators and implementation partners
- Expertise in program planning, risk, issue, and dependency management
- Strong executive communication, facilitation, and influencing skills
- Bachelor’s in Engineering, Computer Science, or related field
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Preferred Qualifications
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- ITIL-based ITSM and ServiceNow knowledge (ITSM, CMDB, ITOM)
- Pharma, life sciences, or regulated industry experience
- Cloud CoE or cloud governance exposure
- ITIL, PMP, or PRINCE2 certification; Master’s degree
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No 3rd Party submissions will be accepted
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Equal Opportunity Employer
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CBTS 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, protected veteran status, or any other characteristic protected by law.
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