Service Management Senior Program Manager

Lake County, IL, US
Aug 22, 2018
Required Education
Bachelors Degree
Position Type
Full time
The primary function of the Service Management Senior Program Manager is to ensure we are actively driving the right service strategies, investment plans, and managing the portfolio execution to ensure value is delivered. This role will partner with key stakeholders in developing and maintaining our Service Management roadmap to align on key Service Management business and BTS strategies. Develop the LRP of key initiatives that are linked to strategic investment coupled with business case development that drives value proposals. Leads the demand management functions for all service management demand to ensure all ServiceNow demand is prioritized, evaluated, and partners with the ServiceNow Platform Team to comprehend capacity planning that leads to overall plan of ServiceNow initiatives. This position with be responsible for actively monitoring the ServiceNow portfolio project execution to understand overall delivery health, project risks that impact the portfolio, and ensure effective solution delivery and value achievement.

Key responsibilities

  • Key steward of the Service Management Strategic Roadmap. Responsible for ensuring critical strategies are identified and defined, proposes strategies to Senior leadership, influence approaches and drives decision making. Ensures strategies incorporate measures and outcomes that drive business performance and consider all stakeholder perspectives.
  • Responsible for managing a portfolio of Service Management programs and initiatives. Develops scenarios for project portfolio analysis and applies portfolio decisions to project plans and LRP initiatives.
  • Based on strategies, drive supporting initiatives that clearly define program scope, business case development, form/fit analysis of the ServiceNow platform, and secure approval from Service Mgmt leadership team
  • Drive the overall "demand" function for all incoming needs associated with ServieNow platform. This function will assess demand scope, alignment to strategic priorities, value proposition, capacity planning and overall recommendations on how these project fit into the broader portfolio.
  • Leads and/or collaborates in the "Discovery" gate for all initiatives to ensure successfully scoping, structure, and resources are in place prior to moving into Project Execution Phases
  • Collaborates with PMO to ensure project management and project lifecycle practices and methodologies are applied consistently to drive successful outcomes
  • Leads the Project governance function for all Service Management projects. This includes having active understanding of key program/projects risks, financial health, go to green plans, and value measurements are achieved.
  • Coordinate weekly Status Update for all projects being governed under the Portfolio
  • Stewards the Total Cost of Ownership of Service Management to ensure spend and value is fully optimized across all dimensions.

  • 7+ years of experience in the pharmaceutical industry in a variety of roles in at least one role/functional area associated with drug development (research and development, commercial, project management, operations)
  • 4+ years in a cross-functional project / program management role
  • Strong program management skills and knowledge of program management practices in the pharmaceutical industry and common tools utilized.
  • Well-developed communication skills - both written and oral
  • Well-developed strategic thinking and leadership skills

Experience in late stage drug development, including being a part of a launch team
Experience with both global and regional teams in the pharmaceutical industry

Equal Opportunity Employer Minorities/Women/Veterans/Disabled