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.
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional sobre el empleo
La información sobre la compensación es exacta en la fecha de publicación de este anuncio. Cognizant se reserva el derecho de modificar esta información en cualquier momento, de conformidad con la legislación aplicable.
Es posible que se solicite a los solicitantes que asistan a entrevistas de forma presencial o mediante videoconferencia. Asimismo, durante cada entrevista, los candidatos podrán estar obligados a presentar un documento de identidad válido emitido por el estado o por el gobierno.
Cognizant es un empleador que ofrece igualdad de oportunidades. Su solicitud y candidatura no se evaluarán en función de la raza, el color, el sexo, la religión, el credo, la orientación sexual, la identidad de género, el origen nacional, la discapacidad, la información genética, el embarazo, la condición de veterano ni cualquier otra característica protegida por las leyes federales, estatales o locales.
