Technical CoE AI Program Manager

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. The Technical CoE AI Program Manager (TPM) drives execution of complex cross-functional programs that enable autonomous AI Agent-first implementations at enterprise scale. This role ensures delivery excellence by orchestrating CoE execution planning governance and risk management across engineering platform and product BUs as well as customer delivery teams & external partners (GSI LLM). The TPM establishes operating rhythms manages dependencies and provides decision clarity to accelerate the adoption of autonomous solutions while maintaining operating governance compliance and executive alignment. Your North Star: drive CoE operations to dramatically compress timetofirstmeaningful-use accelerate adoption and deliver a consistently excellent AIenabled implementation journey that reduces deployment friction and improves customer experience & renewal outcomes.

• Develop and maintain integrated program plans milestones and success metrics.
• Run governance cadences (stand-ups status reviews steering committees) and publish clear updates.
• Maintain RAID logs and proactively manage risks issues and dependencies.
• Define and enforce RACI and decision-making frameworks for complex initiatives.
• Partner with engineering and AI platform teams to resolve technical blockers and align on architecture decisions.
• Coordinate with Customer Delivery and Field teams to ensure readiness and adoption.
• Track KPIs (adoption quality time-to-value) and prepare reports of progress for leadership.
• Prepare executive briefings and facilitate decision forums.
• Drive continuous improvement of program management practices and templates.
• Stay up-to-date with AI industry trends and emerging technologies in the field of GenAI and Agents and apply this knowledge to continuously improve and evolve ServiceNows implementation & adoption offerings.

Qualifications :

To be successful in this role you should have: 

• 10 years running CoEs large programs; expertise in agile at scale.
• TPM/Program experience with the ServiceNow platform/AI/automation is preferred but not a must have.
• A master connector and action-driver this CoE Program Manager excels at cross-organizational collaboration tracking issues to resolution and communicating with clarity and political savvy to turn strategy into execution.
• A detail-driven organizer who keeps complex workstreams aligned and content impeccably structured ensuring nothing slips through the cracks.
• Exceptional communication skills PMO tooling mastery and stakeholder management.
• AI literacy including familiarity with autonomous agent frameworks and orchestration patterns will be nice to have.
• Experience with enterprise-scale programs at large complex orgs.
• Strong governance and risk management expertise.
• Ability to work across different geographies & time zones.
• Ability to influence across engineering product and field delivery teams in a global environment.
• Proficiency with program management tools and metrics (OKRs dashboards dependency mapping).
• Must be able to travel up to 50% annually.

For positions in this location we offer a base pay of $189100 - $331000 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