About the group:
Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.
Role title: ServiceNow Transformation Program Manager
Location: Toronto, ON
Mandatory skills: Project Management, Service Now, Transformation Strategy, Roadmap & Value Realization, Executive Stakeholder Management & Advisory, Transformation Governance & Risk Management
Role Summary
Coordinates post-go-live adoption, the digital-support operating model and program metrics across Tracks B, C and D. Establishes a consistent management approach for readiness, supportability, measurement, and continuous improvement so that technology releases translate into sustainable operational outcomes.
Key accountabilities
• Maintains the integrated plan, governance cadence, actions, decisions, risks and dependencies across Tracks B, C and D.
• Coordinates readiness intake, agent training, resource balancing, application-maintenance onboarding, observability, ITSM support processes and dashboard delivery.
• Establishes common templates, operational-readiness checklists, decision rights, review points, and entry and exit criteria for all workstreams.
• Coordinates workstream leads, helpdesk operations, application support, monitoring, reporting, ServiceNow and platform stakeholders.
• Drives timely completion of the operational-readiness checklist so each workstream understands and plans for support requirements early.
• Ensures metric definitions, data ownership, dashboard milestones, and performance-review forums remain aligned with program objectives.
• Provides concise, decision-oriented status reporting and escalates capability, capacity, or control gaps before they affect go-live readiness.
• Tracks commitments through operational acceptance, stabilization, and outcome-validation checkpoints.
Qualifications
• Typically, 7+ years of project management experience across technology transformation, service operations, or enterprise delivery.
• Demonstrated ability to integrate adoption, operating-model, operational-readiness, and performance-management activities.
• Strong governance, planning, facilitation, executive communication, and dependency-management skills.
• Working knowledge of ITIL, service transition, observability, performance reporting, and operational acceptance.
• Ability to establish structure and accountability in a complex, multi-stakeholder environment.
• Desirable experience and education
• Post-secondary degree or equivalent combination of education and experience.
• PMP, PRINCE2, SAFe, Scrum, or ITIL certification.
• Experience in end-user services, ServiceNow, Power BI, observability, or digital-support transformation.
• Experience in leading projects in a helpdesk and/or contact center environment.
• Experience in a regulated financial-services environment and familiarity with SysTrack, ServiceNow Knowledge management, endpoint automation, RPA, Virtual Agent technologies, Conversational and Gen AI platforms
Compensation: We are offering between $90,000 – $110,000. Applications will be accepted until Oct 30, 2026.Cognizant will only consider applicants for this position who are legally authorized to work in US without requiring employer sponsorship, now or at any time in the future.
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
- Inclusion: Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
