Senior Program Manager, ServiceNow Platform

Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service. Position Summary We are seeking an experienced Senior Program Manager to lead complex, cross-functional technology programs within the Corporate Applications Technology business unit under Global Engineering, specifically driving the Service Now platform capabilities. This role will be responsible for driving strategic program planning, execution governance, stakeholder alignment, risk management, and delivery outcomes across multiple teams and initiatives within the Service Now capability. The ideal candidate will combine strong program leadership, business acumen, technical understanding, and executive communication skills to ensure programs deliver measurable value, remain aligned with organizational priorities, and meet quality, compliance, security, and operational expectations. Experience Range: 16+ years Role Level: Senior Program Manager Responsibilities Program Strategy & Delivery Lead end-to-end planning and execution of large-scale technology programs from initiation through delivery and operational transition. Define program scope, objectives, success measures, milestones, dependencies, budgets, and resource plans. Coordinate delivery across multiple projects, product teams, engineering teams, vendors, and business stakeholders. Ensure programs remain aligned with business priorities, technology strategy, and enterprise standards. Governance, Risk & Controls Establish and manage program governance forums, decision frameworks, escalation paths, and executive reporting rhythms. Identify, track, and mitigate program risks, issues, assumptions, and dependencies. Ensure adherence to audit, compliance, information security, change management, and operational readiness requirements. Maintain high-quality program documentation, status reporting, and evidence required for governance and control processes. Stakeholder & Executive Communication Partner with senior business leaders, product owners, architects, engineering leaders, operations teams, finance partners, and external vendors. Prepare and deliver executive-ready updates covering program health, key decisions, risks, dependencies, financials, and business outcomes. Drive alignment across stakeholders with competing priorities and ensure clear ownership of decisions and actions. Facilitate steering committees, program reviews, planning workshops, and cross-functional working sessions. Agile & Delivery Management Drive Agile, Scrum, Kanban, and hybrid delivery practices across teams and programs. Monitor delivery metrics such as velocity, throughput, milestones, burn-up/burn-down trends, impediments, and release readiness. Coordinate cross-team dependencies and facilitate timely resolution of delivery blockers. Promote continuous improvement in planning, estimation, delivery predictability, and team operating practices. Financial, Vendor & Resource Management Manage program budgets, forecasts, cost tracking, resource plans, and financial reporting in partnership with finance and leadership teams. Oversee vendor delivery performance, contract dependencies, and third-party commitments where applicable. Support capacity planning, prioritization, and trade-off decisions across program workstreams. Track program value realization, benefits, and measurable business outcomes. Required Qualifications Bachelor’s degree in Computer Science, Engineering, Information Technology, Business, or a related field. 12+ years of experience in program management, project management, technology delivery, or related roles. Proven experience leading complex technology programs across multiple teams, geographies, or business functions. Strong understanding of SDLC, Agile delivery, release management, change management, and technology operations. Demonstrated ability to manage budgets, dependencies, risks, executive communications, and stakeholder expectations. Excellent analytical, problem-solving, facilitation, negotiation, and decision-making skills. Strong written and verbal communication skills with the ability to simplify complex topics for executive audiences. Knowledge of ITSM, ITOM, GRC, Security Operations and similar processes and procedures. Preferred Qualifications PMP, Pg MP, PRINCE2, Scrum Master, SAFe, or Agile certification. Experience in enterprise applications, digital transformation, financial services technology, regulatory programs, or platform modernization. Experience managing vendor partners, statements of work, managed services, or third-party delivery models. Knowledge of Dev Ops, CI/CD, automated testing, production support, observability, and operational resilience practices. Experience preparing executive dashboards, steering committee materials, and board-level or senior leadership updates. Technical Skills Agile / Scrum / Kanban / SAFe delivery practices Jira, Azure Dev Ops, Service Now, Clarity, MS Project, Excel, Power Point SDLC, Release Management, Change Management, Dev Ops, CI/CD Program governance, portfolio reporting, and executive dashboards Risk, issue, dependency, and decision management Budgeting, forecasting, capacity planning, and resource management Vendor management, SOW tracking, and third-party delivery oversight Knowledge of Service Now Ecosystem will be a significant plus. Key Competencies Strategic thinking and enterprise mindset Leadership, influence, and cross-functional collaboration Executive communication and presentation skills Financial and commercial acumen Stakeholder management and expectation setting Decision making and problem solving Conflict resolution and negotiation Delivery discipline, ownership, and accountability Coaching, mentoring, and continuous improvement orientation Working with Us As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve. Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities. Reasonable Accommodation Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at My HRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with. About Our Pune Office The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe. Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more. Looking for greater? You found it. A global financial leader with more than 22,000 employees in 23 locations worldwide, Northern Trust empowers our employees to achieve more than just business goals. Our focus on work-life balance, career mobility and unique opportunities are just a few of the reasons we’ve been named one of the world’s most admired companies. Terms and Conditions Candidate Privacy Notice California Applicant Privacy Notice Pay Transparency Nondiscrimination Provision (U.S) Transparency in Coverage Disclosure – North America Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. 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