Program Director

ServiceNow; Santa Clara (CA); On-site; USD 192,000 - 337,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESP P

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Program Director (EMs) to lead multiple Expert Service engagements, ensuring on-time, on-budget delivery and clear governance. You will coordinate delivery teams, manage risks, and drive executive alignment to achieve customer outcomes.

The role emphasizes thought leadership, collaboration with sales and partners, and guiding large complex programs with a focus on AI-enabled workflows and ethical AI practices.

Qualifications

• Experience integrating AI into work processes or decision-making.
• 15+ years progressive experience in a professional services org.
• Prior ServiceNow experience on various workflows.
• Willingness to travel up to 50%.
• Excellent written and verbal communication skills.
• Certification in ServiceNow aligned workflows.
• Expertise in integrating AI to optimize workflows and deliver business value.

Responsibilities

• Manage multiple engagement workstreams, understanding impact and cross-effects.
• Develop and implement plans to address risks, issues, and escalations.
• Drive problem resolution with clear ownership and rapid decisions.
• Identify gaps between progress and plan and drive resolutions.
• Coach and lead PMs in large, complex projects.
• Influence and support customer during ambiguity or conflict.
• Lead delivery with partners and cross-functional teams.
• Govern engagement scope, timeline, risk, and finances.

Skills

AI integration

15+ years exp

ServiceNow exp

Travel up to 50%

Executive communication

Ethical AI

Cross-functional

Stakeholder engagement

Leadership

Education

ServiceNow Certification

Tools

ServiceNow

Job description

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Job Description

Join us to put AI to work for people.

Role Purpose

Program Directors (EMs) lead and drive multiple Expert Service 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 engagement’s deliverables and enable the customer’s 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

• 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 AI's potential impact on the function or industry.
• 15 years progressive experience as part of a professional services organization.
• Prior ServiceNow experience on various workflows
• 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.

For positions in this location, we offer a base pay of $192,400 - $336,700, 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.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In 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 [e-mail] 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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