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.
Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
Aanvullende arbeidsinformatie
De informatie over de beloning is correct op de datum van deze vacature. Cognizant behoudt zich het recht voor om deze informatie op elk moment te wijzigen, met inachtneming van de toepasselijke wetgeving.
Van sollicitanten kan worden verwacht dat zij gesprekken bijwonen, persoonlijk of via een videogesprek. Daarnaast kan van kandidaten worden gevraagd om tijdens elk gesprek een geldig, door de overheid uitgegeven identiteitsbewijs (zoals een identiteitskaart of paspoort) te tonen.
Cognizant is een werkgever die gelijke kansen biedt. Je sollicitatie en kandidatuur worden niet beoordeeld op basis van ras, huidskleur, geslacht, religie, levensovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enige andere eigenschap die wordt beschermd door federale, regionale of lokale wetgeving.
