ServiceNow Track Manager – IT Operations Management

About the job
Track Manager – IT Operations Management

Location: Canada

Job Type: Contract

Job Summary

We are seeking an experienced Track Manager – IT Operations Management with strong expertise in the ServiceNow platform to lead Strategic Portfolio Management (SPM) initiatives. The ideal candidate will drive enterprise portfolio governance, demand management, resource planning, and project execution while collaborating with business and technology stakeholders. This role requires hands-on ServiceNow SPM implementation experience along with strong consulting, leadership, and integration skills.

Key Responsibilities

Lead the design and implementation of ServiceNow Strategic Portfolio Management (SPM/ITBM) solutions.
Configure and optimize ServiceNow modules including:
Demand Management
Project & Program Management (PPM)
Portfolio Management
Resource Management
Financial Planning & Budgeting
Application Portfolio Management (APM)
Drive end-to-end demand-to-delivery workflows from ideation through execution and value realization.
Define portfolio governance frameworks aligned with organizational strategy and business objectives.
Develop executive dashboards, KPIs, portfolio health scorecards, and Performance Analytics reports.
Integrate ServiceNow with enterprise applications such as ITSM, Jira, Azure DevOps, HR, and Finance systems.
Facilitate workshops with business stakeholders to define portfolio, financial, and resource management processes.
Support solution architecture, effort estimation, roadmap planning, and pre-sales engagements.
Provide leadership and best practices for Agile, SAFe, Waterfall, and Hybrid delivery models.
Required Skills

10+ years of IT experience with extensive hands-on ServiceNow implementation expertise.
Strong experience implementing ServiceNow Strategic Portfolio Management (SPM/ITBM).
Expertise in:
Portfolio & Program Management
Demand & Capacity Management
Resource Management
Financial Planning & Cost Modeling
Application Portfolio Management (APM)
Experience building dashboards, reporting, Performance Analytics, and executive portfolio metrics.
Strong knowledge of ServiceNow Flow Designer, Business Rules, platform configuration, and integrations.
Experience integrating ServiceNow with REST APIs and enterprise platforms such as Jira and Azure DevOps.
Strong stakeholder management, consulting, and communication skills.
Mandatory Certifications

ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist – Strategic Portfolio Management (CIS-SPM/CIS-PPM)
Preferred Certifications

ServiceNow Certified Application Developer (CAD)
SAFe Agilist
Certified Scrum Master (CSM)
Product Owner Certification
Preferred Qualifications

Experience supporting enterprise digital transformation initiatives.
Exposure to IT Operations Management (ITOM), ITSM, and enterprise governance frameworks.
Knowledge of Angular-based ServiceNow portal or custom UI development is an added advantage.