Senior Program Manager - Service Management

Orange Business is here!

About us

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

The Senior Program Manager is a strategic leadership role responsible for managing a portfolio of projects focused on delivering ServiceNow Strategic Portfolio Management (SPM) capabilities. This individual will oversee multiple initiatives, ensuring timely delivery, stakeholder alignment, and maximum value realization. The role demands strong program & delivery management expertise, cross-functional coordination, and a focus on enterprise digital transformation to enable efficient service delivery and portfolio governance.

 

Key Responsibilities

Program Leadership & Delivery

• Lead the planning, execution, and delivery of multiple ServiceNow projects related to SPM, ensuring alignment with enterprise objectives.
• Develop and maintain project roadmaps, timelines, and resource plans to meet strategic milestones.
• Coordinate cross-functional teams, including IT, business units, vendors, and engineering teams, to ensure seamless project execution.
• Implement best practices in project management, risk mitigation, and change management to ensure successful delivery

Stakeholder Engagement & Communication

• Act as the primary point of contact for executive sponsors, business leaders, and project teams.
• Facilitate stakeholder alignment, manage expectations, and communicate project status, risks, and issues effectively.
• Foster collaboration across departments to ensure project dependencies and priorities are managed effectively.

Governance & Quality Assurance

• Establish and enforce project governance frameworks, standards, and reporting mechanisms.
• Conduct regular project reviews, audits, and quality checks to ensure adherence to scope, schedule, and budget.
• Ensure all projects comply with security, privacy, and regulatory standards.

Portfolio & Resource Management

• Manage a set of projects delivering ServiceNow SPM capabilities, ensuring optimal resource allocation.
• Track project budgets, timelines, and deliverables, and implement corrective actions as needed.
• Prioritize initiatives based on business impact, technical feasibility, and strategic alignment.

Continuous Improvement & Innovation

• Identify opportunities for process improvements, automation, and innovative delivery practices.
• Stay informed on ServiceNow product updates, industry best practices, and emerging trends to enhance project outcomes.

Team & Vendor Management

• Lead and coordinate multiple engineering and project teams across multiple geographies (India, Middle east & Europe) responsible for platform development, customization, and integrations.
• Manage relationships with ServiceNow and third-party vendors, including contract negotiations and compliance.
• Mentor project managers and team leads to build capabilities and ensure high-performance delivery.

About you

Required Qualifications

• 15+ years of experience in program and project management within enterprise IT environments.
• Proven success managing large, complex portfolios of ServiceNow or similar enterprise platform projects.
• Strong understanding of ServiceNow SPM, and related modules.
• Expertise in Agile, Scrum, or other delivery methodologies.
• Excellent stakeholder management, leadership, and communication skills.
• Ability to manage cross-functional teams and deliver multiple projects simultaneously.

Preferred Qualifications

• ServiceNow certifications such as CSA, CIS, or CAD.
• Experience with scripting (JavaScript, Glide), Flow Designer, and APIs.
• Background in vendor management, operational workflows, and digital transformation.

Success Metrics

• On-time, within-budget delivery of projects related to ServiceNow SPM.
• Increased platform adoption, user satisfaction, and operational efficiency.
• Successful migration and modernization of service request and portfolio management capabilities.
• Enhanced compliance, security, and audit readiness.
• Strong stakeholder satisfaction and strategic alignment of project outcomes.

You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.

What we offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).• Professional Development: training programs and upskilling/re-skilling opportunities.• Career Growth: Internal growth and mobility opportunities within Orange.• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.• Reward Programs: Employee Referral Program, Change Maker Awards.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.

Responsibilities

The Senior Program Manager is a strategic leadership role responsible for managing a portfolio of projects focused on delivering ServiceNow Strategic Portfolio Management (SPM) capabilities. This individual will oversee multiple initiatives, ensuring timely delivery, stakeholder alignment, and maximum value realization. The role demands strong program & delivery management expertise, cross-functional coordination, and a focus on enterprise digital transformation to enable efficient service delivery and portfolio governance.
 


Key Responsibilities


Program Leadership & Delivery


- Lead the planning, execution, and delivery of multiple ServiceNow projects related to SPM, ensuring alignment with enterprise objectives.


- Develop and maintain project roadmaps, timelines, and resource plans to meet strategic milestones.


- Coordinate cross-functional teams, including IT, business units, vendors, and engineering teams, to ensure seamless project execution.


- Implement best practices in project management, risk mitigation, and change management to ensure successful delivery
Stakeholder Engagement & Communication


- Act as the primary point of contact for executive sponsors, business leaders, and project teams.


- Facilitate stakeholder alignment, manage expectations, and communicate project status, risks, and issues effectively.


- Foster collaboration across departments to ensure project dependencies and priorities are managed effectively.
Governance & Quality Assurance


- Establish and enforce project governance frameworks, standards, and reporting mechanisms.


- Conduct regular project reviews, audits, and quality checks to ensure adherence to scope, schedule, and budget.


- Ensure all projects comply with security, privacy, and regulatory standards.
Portfolio & Resource Management


- Manage a set of projects delivering ServiceNow SPM capabilities, ensuring optimal resource allocation.


- Track project budgets, timelines, and deliverables, and implement corrective actions as needed.


- Prioritize initiatives based on business impact, technical feasibility, and strategic alignment.
Continuous Improvement & Innovation


- Identify opportunities for process improvements, automation, and innovative delivery practices.


- Stay informed on ServiceNow product updates, industry best practices, and emerging trends to enhance project outcomes.
Team & Vendor Management


- Lead and coordinate multiple engineering and project teams across multiple geographies (India, Middle east & Europe) responsible for platform development, customization, and integrations.


- Manage relationships with ServiceNow and third-party vendors, including contract negotiations and compliance.


- Mentor project managers and team leads to build capabilities and ensure high-performance delivery.