Servicenow CSM & SPM Deployment Program Manager - Remote Eligible

ServiceNow Program Oversight Lead

Role Overview The ServiceNow Program Oversight Lead serves as the client's independent authority and "Voice of the Customer" throughout the enterprise ServiceNow CSM and SPM deployments. While a third-party implementation partner is responsible for delivery, this role provides governance, validation, and program oversight to ensure the implementation aligns with business objectives, adheres to ServiceNow leading practices, and avoids unnecessary customization or technical debt. This role is not responsible for hands-on configuration. The focus is on protecting the integrity of the platform, enforcing quality, and ensuring the program delivers as intended. ServiceNow CSM and SPM deployment experience is a must!

Key Responsibilities

• Technical Governance & Architecture Best Practice Oversight
• Review and validate all Technical Design Documents (TDD) and Functional Requirements (FRD).
• Enforce Out-of-the-Box (OOB) utilization, ensure alignment to CSDM, and maintain overall platform integrity and development standards.

• Vendor Oversight & Delivery Accountability
• Act as the primary liaison between business stakeholders and the implementation partner (e.g., HCLTech).
• Identify and escalate risks, challenge architectural decisions, and ensure accountability across delivery.

• Checkpoint & Deliverable Validation
• Establish and enforce milestone checkpoints. Validate "definition of done" and ensure all deliverables meet business requirements before acceptance.

• Testing Strategy & Quality Assurance
• Guide UAT strategy, test scenarios, and acceptance criteria.
• Act as an independent arbiter on defects (bug vs. enhancement) and ensure readiness for go-live.

• Strategic Alignment & Roadmap Support
• Advise on platform roadmap and future phases (e.g., ITOM, HRSD).
• Ensure current implementation supports long-term scalability and prepare the organization for adoption and transition

Required Qualifications/ Skills

• Bachelor's degree in computer science or related fields with 5+ years' experience as a Data Engineer.
• 8+ years in the ServiceNow ecosystem, including 3+ years in a Lead Architect, Governance, or Strategic Advisory role
• Proven track record overseeing 2–3+ large-scale, full-lifecycle ServiceNow implementations (e.g., ITSM, SPM/ITBM, HRSD)
• Strong understanding of ServiceNow best practices, including OOB utilization, CSDM alignment, and scalable platform design
• Ability to clearly communicate complex technical concepts to both executive stakeholders and technical teams
• Experience working alongside and challenging large system integrators (e.g., HCLTech)

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)
• Certified Technical Architect (CTA) or Certified Management Architect (CMA) (strong plus)
• High emotional intelligence and strong stakeholder management
• Ability to navigate conflict and drive alignment across teams
• Maintains a partner-agnostic, objective perspective while holding delivery teams accountable

Locations: REMOTE

About Techstra Solutions Techstra Solutions is a certified woman-owned (WBENC) management consulting firm specializing in strategy, technology, and implementation services for large organizations undergoing digital and talent transformation. Our experienced team partners with clients to co-create innovative solutions in applications, data, AI, and automation that accelerate measurable, sustainable change. From advisory consulting through technical execution, we are dedicated to driving world-class business solutions that fit your strategic requirements and deliver results. For more information: www.techstrasolutions.com

Equal Employment Opportunity Statement Techstra Solutions is an equal opportunity employer. The Company makes its decisions on merit, and its policy of equal opportunity prohibits discrimination in all phases of the employment process, including, but not limited to, recruitment, hiring, promotion, selection, transfer, demotion, layoff, termination, compensation, benefits, and other terms and conditions of employment. The policy of equal opportunity applies without regard to race, color, creed, religion, gender, sexual orientation, gender identification, pregnancy, marital status, national origin, ancestry, age, disability that can reasonably be accommodated without undue hardship, military status, veteran status, genetic predisposition or carrier status, alienage or citizenship, domestic partnership status, arrest or conviction record, status as a victim of domestic violence, or any other protected categories under federal, state, or local law. The Company also prohibits discrimination or harassment based upon the perception that a person has, or is associated with a person who has, any of these characteristics.