Technical AI Program Manager, CSM

What you get to do in this role: 

The Customer Excellence Group - Strategy & Product - Catalyst Center of Excellence will be responsible for partnering with the Platform and Product Business Unit Product Management and Engineering organizations to deliver a transformational AIfirst implementation and adoption experience for ServiceNows customers. You are being hired to work on one of the most exciting initiatives at one of the fastest-growing Enterprise AI companies in the industry. As an AI Strategist/Program Manager you will work with the product BU and client delivery teams to design productize and pilot Agentic AIfirst setup and implementation experiences establishing a standardized setup process and unifying admin workflows behind a single front door that guides customers from dayone sandbox through nextbest actions to measurable value. Youll drive early pilots across ServiceNows core product families partner tightly with Platform and Product BU product management and engineering and collaborate with strategic partners and early adopters. Your North Star: dramatically compress timetofirst-meaningfuluse accelerate adoption and deliver a consistently excellent AIenabled implementation journey that reduces deployment friction enhances customer experience and improves renewal outcomes.

Responsibilities:

• In partnership with the ServiceNow platform and product BUs develop an AI-first autonomous implementations roadmap to drive customer adoption and successful implementation and adoption of ServiceNows products.
• As Program Manager you will build this roadmap create and manage the program plan around it for a specific set of products and execute it to completion jointly executed as Pilots with hand-selected internal and external customers.
• Translate the voice of the customer and telemetry into productized agent requirements and readiness content; partner with AI Architects and Product teams on solution design.
• Stay up-to-date with industry trends and emerging technologies in the field of GenAI and Agentic AI and apply this knowledge to continuously improve and evolve ServiceNows implementation & adoption offerings.
• Contribute to thought leadership and point-of-view documents white papers knowledge base articles reference architectures and other documentation to make information about ServiceNows AI-first implementation & adoption capabilities more accessible to the broader Impact Delivery organization customers and partners
• Assist Enablement team and Partner team with Enablement and Training material to see through the success of this Autonomous Implementation effort.
• Design and validate productspecific agents (e.g. ITSMCore guided setup CSM case mapping HRSD onboarding) with BU teams.
• Codrive pilots with ServiceNows early adopter customers (enterprise clients and Systems Integrators).

Qualifications :

To be successful in this role you have:

• 7 years in program or portfolio management; 3 years leading AI/ML or GenAI initiatives at enterprise scale.
• Proven ability to operationalize AI governance (risk compliance SDLC guardrails) and run CoE review boards.
• Strong understanding of agentic AI and generative AI patterns orchestration and enterprise integration approaches.
• Experience with AI platform governance: model catalogs policy enforcement and lifecycle management.
• Familiarity with Agentic AI/LLM/GenAI fundamentals MLOps/LLMOps concepts and responsible AI practices.
• Prior implementation and deployment experience of enterprise solutions is a must-have.
• Demonstrated success in crossfunctional leadership (Product Delivery Security Legal Risk).
• Skilled in portfolio prioritization value/effort tradeoffs and KPI/OKR tracking for AI programs.
• Excellent executive communication and changemanagement capabilities for AI adoption.
• Ability to translate business objectives into AI implementation strategies and measurable outcomes.
• Bachelors in a technical or quantitative field; advanced degree or PgMP/PMP/AI certifications preferred.
• Must be able to travel up to 50% annually.

For positions in this location we offer a base pay of $162600 - $284600 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

Yes

Employment Type :

Full-time