Job Specifications
BCforward is seeking a Senior Program Manager with ITIL & Service Analytics to work in Indianapolis, IN
Senior Program Manager – ITIL & Service Analytics
Location: Indianapolis, IN
W2 only
Job Summary
We are seeking an experienced Senior Program Manager to lead enterprise IT service management programs and drive operational excellence across IT services. The ideal candidate has strong experience with ITIL frameworks, large-scale program delivery, and the ability to build executive dashboards and analytics to support data-driven decision making.
This role will oversee cross-functional IT initiatives, improve ITSM processes, and develop reporting frameworks using tools such as Microsoft Power BI, Tableau, and enterprise ITSM platforms like ServiceNow.
Key Responsibilities
Program Leadership
Lead complex, enterprise-wide IT programs involving multiple teams and stakeholders.
Develop and manage program roadmaps, budgets, and timelines.
Coordinate across IT operations, engineering, security, and business teams.
Identify risks, dependencies, and mitigation strategies.
IT Service Management (ITSM)
Implement and optimize ITSM processes aligned with ITIL best practices.
Drive improvements across Incident, Problem, Change, and Service Request management.
Ensure operational compliance with defined SLAs and KPIs.
Partner with service owners to continuously improve service delivery.
Dashboarding & Analytics
Design and build executive and operational dashboards.
Develop reporting frameworks to track service performance, operational health, and program delivery metrics.
Use BI tools such as Power BI or Tableau to visualize data and deliver actionable insights.
Automate reporting using data from ITSM tools and other enterprise systems.
Stakeholder Management
Communicate program status and service performance to executive leadership.
Translate complex technical data into meaningful insights for business stakeholders.
Facilitate governance meetings and executive reviews.
Continuous Improvement
Identify opportunities for automation, efficiency, and service optimization.
Lead initiatives focused on operational maturity and service reliability.
Establish metrics to track performance and improvement initiatives.
Required Qualifications
Bachelor’s degree in information technology, Computer Science, Business, or related field.
8–12+ years of experience in IT program or project management.
Strong experience with ITSM frameworks such as ITIL.
Experience working with ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management.
Proven experience building dashboards and data visualizations using Power BI, Tableau, or similar tools.
Strong analytical and problem-solving skills.
Excellent communication and stakeholder management abilities.
Preferred Qualifications
ITIL Certification (Foundation, Managing Professional, or Expert).
PMP or PgMP certification.
Experience integrating data from enterprise systems via APIs.
Knowledge of Agile or hybrid delivery methodologies.
Basic experience with SQL or data modeling.
Experience in large enterprise or global IT environments.
Key Competencies
Strategic thinking and program leadership
Data-driven decision making
Service delivery optimization
Executive communication
Cross-functional collaboration
Operational performance management
About the Company
Job seekers from around the globe join our talent community to advance their careers and leverage their expertise to enable organizations in leading industries to reach their goals.
BCforward is a certified Minority Business Enterprise (MBE) with Global headquarters in Indianapolis, IN and Asian headquarters in Hyderabad, India.
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