Program Manager – Partner Engagement

Company 

Work matters. Its where we spend a third of our lives. And the workplace of the future is going to be a great place. Were dedicated to bringing that to life for people everywhere. Thats why we put people at the heart of everything we do. 

People matter. Our people have a passion for learning building and innovating. Whether youre an engineer a sales professional a finance professional or anything in-between our roles aim to provide each person with meaningful impact and plenty of space to grow.  

Role 

The Program Manager Partner Engagement Strategy & Transformation is a highly visible cross-functional role responsible for orchestrating execution governance and change management across the Partner Experience Group (PEG). 

This role serves as the central operating hub for partner-facing initiatives spanning engagement programs business priorities digital execution and change management. The individual ensures strategy is translated into coordinated execution progress is measured through integrated AI-enabled analytics and change is adopted effectively across internal teams and the partner ecosystem. 

Success in this role requires strong systems thinking executive presence and the ability to operate at the intersection of strategy delivery and organizational change. 

Responsibilities 

Digital Strategy  

• Drive end-to-end execution across planning dependency management delivery tracking and risk mitigation. 

• Coordinate closely with Product Digital Technology UX and Analytics teams to ensure initiatives ship on time and with measurable impact. 

• Act as the point of contact betweeninternal stakeholders andDigital Technology teamsincludingproduct managers project managers and engineering leads for partner-facing product issues and enhancementstoensure clear understanding of business goals and delivery accountability. 

• Translate partner experience priorities into clear execution plans and measurable outcomes for Partner Digital Experience initiatives. 

• Support PEG leadership with prioritization inputs sequencing recommendations and impact assessments across initiatives. 

•  Ensure digital investments are aligned to business goals and demonstrate tangible RO 

PMO Governance  

• Serve as the primary program lead and PMO for Partner Digital Experience initiatives including partner-facing digital platforms and ecosystems. 

• Establish governance and integration mechanisms across Partner Engagement Communications Events portfolio to ensure alignment on priorities sequencing and outcomes 

• Define operating standards decision rights and escalation paths for PEG-led initiatives 

Change Management and Adoption 

• Responsible for change management strategy for Partner Digital Experience initiatives and PECE operating changes that impact partners.  

• Develop rollout plans incorporating stakeholder readiness communications enablement and adoption measurement. 

• Partner with Partner Communications Events and Enablement teams to reinforce adoption through coordinated messaging and activation 

AI Led 

• Leverage AI-driven insights (e.g. trend analysis sentiment detection performance forecasting) to identify risks opportunities and optimization areas. 

• Track KPI progress against defined success metrics and escalate risks and tradeoffs to PEG leadership. 

Executive Communications and Readouts 

• Produce monthly executive readouts focused on Partner Digital Experience and PEG-level performance insights. 

• Synthesize complex inputs into clear executive-ready narratives highlighting progress risks and decisions needed. 

• Act as a trusted advisor to PEG leadership on execution health adoption and tradeoffs. 

Qualifications :

• 8 years of experience in program management business operations digital transformation strategy execution or related roles ideally within a B2B enterprise SaaS or partner/channel ecosystem. 

• Proven experience translating strategic priorities into executable programs milestones and measurable outcomes across digital platforms or enterprise initiatives. 

• Strong background in stakeholder management governance and execution within highly matrixed global organizations. 

• Demonstrated experience leading Partner Digital Experience or platform-related initiatives working closely with Product UX Engineering Analytics and Digital Technology teams. 

• Hands-on experience owning change management and adoption planning including stakeholder readiness rollout strategy communications enablement and adoption measurement. 

• Demonstrated ability to define and track KPIs success metrics and performance frameworks and to surface risks tradeoffs and insights to executive stakeholders. 

• Experience leveraging data analytics and AI-enabled insights (e.g. trend analysis forecasting sentiment analysis automation) to inform execution prioritization and decision-making. 

• Strong analytical and systems-thinking skills. Ability to connect data partner feedback and business objectives into clear executive-ready narratives. 

• Excellent communicator with the ability to influence without authority and engage effectively with audiences ranging from senior executives to technical teams. 

• Experience facilitating cross-functional working sessions to align priorities clarify scope manage dependencies and drive decisions. 

• Ability to operate effectively in ambiguous fast-paced environments managing multiple competing priorities with clarity diplomacy and accountability. 

• Demonstrated track record of execution excellence consistently delivering results under pressure and adapting as priorities evolve. 

• Collaborative relationship-driven leader who builds trust navigates conflict constructively and turns complexity into alignment. 

• Curious and growth-oriented mindset with a demonstrated commitment to continuous learning and improvement particularly in areas of AI change management and modern operating models. 

• Experience with or strong familiarity with ServiceNows partner ecosystem is preferred. 

Education 

• Bachelors degree in Business Administration Strategy Marketing Information Systems Organizational Leadership or a related field required. 

• Masters degree (MBA or equivalent) preferred particularly with a focus in Digital Strategy Product Management Organizational Change or Business Transformation. 

• Professional certifications are a plus including but not limited to: 

• Project Management Professional (PMP) PgMP or equivalent program management certification 

• Change Management certifications (e.g. Prosci ACMP) 

• Product or Platform-related certifications (e.g. Pragmatic Institute PMI-PBA) 

• ServiceNow certifications (CSA or other platform-specific credentials) preferred but not required

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