Senior Program Manager

Senior Program Manager

Hybrid role

This is a hybrid position, based in Guadalajara, Jalisco, with an on-site requirement of three days per week.

At CoreX, we are seeking a
Senior Program Manager
who will provide a rapid path to success and ongoing value for our customers. The Senior Program Manager utilizes the ServiceNow Implementation Methodology.

The ideal candidate should have solid experience in enterprise platform implementations (ERP, CRM, ITSM, workflow systems).

This role plays the lead role in planning, executing, monitoring, controlling, and closing projects. They are accountable for the entire project scope, project team, resources, and the success or failure of the project. They collaborate with all involved personnel, most importantly the Stakeholders and Project Team Members.

What you get to do in this role:

• Understand the outcomes that our customer wants to achieve with the project and ensure that the project deliverables have a tangible, positive impact on these outcomes.
• Manage the customer expectations on the project outcomes, progress, and scope (changes).
• Provide a single point of contact. Provide a point of contact for the internal organization and for customer program management counterparts to help lead and drive collaboration and efficient decision-making. Motivate your team to deliver to their best abilities and provide a great customer experience.
• Accelerating time to value. Rigorous program management and quality assurance lead to program efficiencies that generate cost savings and speed business outcomes.
• Program management expertise & innovation. Deliver program management expertise based on experience, continuous learning, and in-depth knowledge of ServiceNow methodologies.
• Managing the schedule. Customers will receive a sound governance model coupled with rigorous execution of this model throughout the program lifecycle.
• Proactive scope management. Ensures the team focuses on program vision and scope while balancing business value and technology.
• Manage costs. Provides well-established program governance to manage requirements in line with agreed scope and business objectives. This is made possible through an effective balance of time, cost, and quality, achieved through proactive program planning focused on business outcomes.
• Dealing with risk. Provide proactive development and execution of proven risk assessment, prevention, and mitigation plans, and efficient identification, tracking, and resolution of issues using established tools and templates.
• Close the project. Upon project completion, ensure a smooth transition back to the customer, including complete knowledge transfer, record updates, and assurance that the transition to ServiceNow customer support has occurred and the customer has operational control of their solution.
• Collaborate with Sales to develop Statements of Work (SOWs) tailored to customer requirements.
• Plan and deliver project kick-off meetings, conduct daily stand-up scrum calls, and hold regular project review calls and meetings with customers.
• Prepare and share project status reporting for external and internal stakeholders.
• Deliver ITIL-based Gap Analysis workshops to assist customers in deriving product requirements.
• Understand the goals and align the deliverables accordingly.
• Conduct stand-up scrum calls, hold regular project review calls, and schedule customer meetings.
• Collaborate with internal stakeholders, including Resource Management, Finance, and Sales, to ensure the smooth execution of internal processes and procedures.
• Regularly maintain project status on Professional Services tools.
• Identify up-sell opportunities and provide details to Sales.

Required experience and qualifications:

• 15+ years of experience in leading project management roles.
• 10+years in IT Service Management consulting experience.
• 3+ years of prior experience with implementing or supporting ServiceNow products in an Enterprise is a plus.
• Expertise in baking is a plus.
• Has a bachelor's degree or equivalent job experience.
• Great knowledge of Project Management methodologies and best practices.
• Experience managing projects deploying Web Technologies (XML, HTML, JavaScript, Web Services, etc.).
• Proven experience with Agile frameworks (e.g., Scrum, Kanban, SAFe), with the ability to apply them effectively in complex projects.
• Comfortable leading workshops, including the hierarchy of Fortune 100 companies.
• ITSM and IT Infrastructure Library (ITIL) business processes.
• Proven implementation leadership experience with ITSM solutions and a background in working knowledge of IT operations.
• Experience in the preparation of business documentation, e.g., statements of Work.
• Excellent written, verbal, presentation, and negotiation skills are required.
• Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement.
• Strong interpersonal skills, client-centric attitude, and ability to deal with cultural diversity.
• Strong documentation and presentation skills, including creative thinking and willingness to work hands-on to deliver impactful outcomes.
• Ability to gather and analyze data to understand the pros and cons of different decisions and options.
• Ability to communicate abstract ideas clearly and independently manage complex project objectives.
• Experience in managing multiple projects at the same time in various countries.
• This position is remote; however, attendance at client onsite meetings will be required as needed.

Required certifications:

• ITIL v3 or v4 certified
• ScrumMaster certified
• PMP certified

Benefits:

• Competitive compensation package
• Performance Bonus
• Generous Paid Time Off
• Birthday Day Off
• Health Insurance
• Wellness Programs
• Extended Parental Leave

About CoreX

At CoreX, we're on a mission to empower customers to harness the power of ServiceNow, unlocking trapped value in their Business Operations – from Customers and Suppliers to Finance, Supply Chain, and Procurement orgs. Powered by ServiceNow since 2009, we're building a best-of-the-best ecosystem team and uniting talented professionals who want to be part of something special.