Program Director

Role Purpose 

Program Directors lead and drive multiple Expert Service (ES) engagements ensuring on-time on-budget delivery of solutions to achieve customer business outcomes. They are the key point of communication and coordination for the delivery team keeping the project on track by establishing and maintaining governance forums mitigating risks and issues and driving rapid and effective decision-making escalating issues as required. 

Job Responsibilities:

• Manage multiple ES engagement workstreams leveraging a deep understanding of project impacts cross effects and alternative actions. 
• Proactively develop and implement plans to address risks issues and escalations. 
• Drive problem resolution through swift escalation and clear responsibility division. 
• Identify discrepancies between actual progress and planned objectives driving effective resolutions. 
• Coach mentor and lead Principal Engagement Managers and Senior Engagement Managers in large complex projects. 
• Influence support and provide thought leadership to the customer during times of ambiguity or conflict. 
• Lead the delivery team throughout the engagement often in collaboration with a services partner. 
• Manage the engagement governance timeline scope risk change management resourcing reporting and financials. 
• Collaborate with the Sales Account Team partner and customer to understand the customer and the engagement; including business challenges key stakeholders issues and business value being delivered. 
• Understand the business objectives and align the deliverables accordingly. 
• Act as a thought leader applying expertise from the Now Create methodology and prescriptive guidance to drive successful delivery of the engagement including long term customer success. 
• Accountable for communication and acts as the single point of contact to facilitate collaboration decision making and customer buy-in on proposed solutions. 
• Coach mentor and manage Customer Outcomes and/or Partner team members to achieve the engagements deliverables and enable the customers desired business outcomes. 
• Typically manages multiple projects simultaneously. 
• Identify gaps between actuals and plan of record propose solutions and drive resolution. 
• Lead the delivery team throughout large complex programs often with multiple workstreams and in collaboration with a services partner. 
• Support Business Development efforts for Multi-Million-dollar engagements. 
• Manage the largest and most complex programs for Customer Outcomes Strategic Accounts. 

Qualifications :

To be successful in this role you should have: 

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry. 
• 15 years progressive experience as part of a professional services organization. 
• Ability to travel up to 50%. 
• Creative high energy entrepreneurial spirit with comfort running initiatives and program independently within a start-up paced environment. 
• Demonstrated success driving complex issues through analysis and resolution. 
• Experience working collaboratively and cross-functionally. 
• Excellent written and verbal communication skills. 
• ServiceNow certification in aligned workflow. 
• Expert in integrating AI tools to optimize workflows drive strategy and deliver business value through platforms like ServiceNow.  
• Skilled in ethical AI use technical translation and stakeholder engagement across both technical and executive audiences.

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