Sr. Program Manager: ServiceNow
CACI International IncAbout the role
CACI is seeking a ServiceNow Delivery Manager to join our team in Arlington, VA.
The main responsibilities of the role are to manage the task order and be the focal point to the COR, and Federal Product Owners to help customers define their ServiceNow strategy and guide the delivery team to achieve these expected outcomes across a variety of ServiceNow modules.
A successful candidate should have the ability to establish and maintain excellent client relationships, ensure that the delivery of services meets and exceeds client expectations, as well as meets contractual requirements defined in the SOWS as well as provide leadership and guidance of delivery resources (platform and development).
This is a very dynamic role where the skillset requires a strong understanding of the ServiceNow platform, ecosystem and task order management
This position is hybrid with the expectation of client site visits 1-2 a week in Arlington, VA.
About the Role:
Provide effective and inspiring leadership to a team of development leads, functional managers, and platform staff, focused on exceeding service commitments to all federal customers
Oversee, direct, and organize the work of the teams responsible for onboarding, managing and services delivery.
Be the focal point to the COR for all contractual and performance related topics.
Lead engagements with customers to gather their needs, design customized solutions, and present these solutions effectively, ensuring a seamless and outstanding customer experience from initial discussions through solution presentation and implementation.
Maintain continuous lines of communication, keeping the Leadership of all critical issues informed
Establish and monitor ServiceNow staff performance and development goals, assign accountabilities, set objectives, establish priorities, conduct annual performance appraisals, and administer salary adjustments.
Mentor and develop ServiceNow staff using a supportive and collaborative approach: assign accountabilities; set objectives; establish priorities; and monitor and evaluate results.
Represent the organization externally, as necessary, particularly in renewal, get healthy, and deal closing exercises
Assist with managing the pricing strategy/policy
Assist with development of the long-term strategy and strategic direction for the ServiceNow Services including the formulation of an annual plan
Identify and cultivate relationships with key government clients, partners, and industry collaborators
Establish and manage a technical and functional teams
Engaging in workshops or meetings to gather requirements, presenting, and validating solutions and test the interpretation of the client’s needs
Demonstrate solid insights in designing ServiceNow solutions
Demonstrate strong experience working with ServiceNow platform (e.g., ITSM, SPM, ITOM, SecOps)
Understand and drive process optimization, efficiencies and productivity
Act as a mentor to support less experienced colleagues
Serves as an active contributor of leading practices, standards, and thought leadership related to the ServiceNow platform.
Required Qualifications:
Ability to attain DHS EOD.
BA + 10 years’ applicable experience, or 16 years’ experience
Industry and project experience of 5+ years with ServiceNow Leadership
Good understanding of ServiceNow architecture concepts
Proven experience with key technologies relevant to the ServiceNow integrations and security framework
Strong analytical skills, communication, and presentation skills
Ability to manage platform team, managed service provider and stakeholders
Have the drive and determination to learn and continuously share your knowledge with others
Strong project management experience that follows an Agile methodology with programs of similar scope and complexity
Experience creating and maintaining product/technology roadmaps specific to ServiceNow
Proven experience leading ServiceNow engagements through design, development, implementation and operations and maintenance cycles.
Preferred Qualifications:
Agile or Scrum Master certification
Ex
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