ServiceNow Program Manager

Added: 5/28/2021

REF: 11231

Contract: Contract

Location: Issy les Moulineaux, HautsdeSeine, France

Contexte :


The client has purchased the Service Now application which is mainly deployed in Europe. The mission of the PMO is to manage the roll out of this application in all the regions where the company is present.


The priority is set to deploy the Customer Service Management and IT Service Management modules. Other modules can be deployed by other teams and can impact the mission of the PMO.


Geographical scope: 8 regions, “Hubs” to deploy:

* Northern Europe to finalize (40% finalized)

* Southern Europe to finalize (80% finalized)

* Middle East & Africa: full roll out

* South America: full roll out

* South East Asia: full roll out

* Greater China: full roll out

* Pacific: full roll out

* Northern & Central America and Caribbean: full roll out


Duration of the mission:

The mission is limited in time

Minimum timing is 12 months and can be extended to 22 months maximum




Préparation phase:

Creating the on-boarding kit for data collection of the hubs

Creation of presentations and documents needed for the project


Transition phase:

Organizing the kick off per hub

Establish and follow up of detailed planning

Follow up of the data collection process

Unique communication point towards and from the hub

Assists in specification writing (interfaces, processes, request forms, ..)

Invites specialists if needed to work out solutions or processes

Organizes and drives all necessary meetings between the stakeholders

In charge of the minutes of each of the meetings

Prepare the modification requests to the excellence and or development team

Create advices on the processes needed to cover the local specifications

Follow up of validation processes and development paths

Train the trainers of the hubs


Test phase:

Establishing and follow up of the test processes

Managing the pilots and manage the corrections on anomalies


Run phase:

Sign off the project

Hand-over to local Service Delivery Manager

Minimum 5 years of experience in international Project Management with attention to local cultures

Prince II or equivalent certificates

C1 level of english, B2 level of french spoken and in writing (no mandatory)

Strong communication skills

Strong experience with Service Now CSM & ITSM modules roll out, Knowledge Management, Request Management and Support management

Good knowledge of MS O365 Products as Powerpoint, Teams, Excel

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