Program Director

ServiceNow; United States; Hybrid; USD 160,000 - 240,000; Full time

Job summary

ServiceNow seeks a senior leader to direct programs within the Expert Services Delivery practice. Based in Santa Clara, CA, the role partners with cross-functional consulting and technology teams to ensure complex client engagements are delivered on time, on scope, and to quality standards.

The position offers flexible or remote work options, enabling collaboration with North American clients and global partners while maintaining a strong delivery discipline and governance across multiple

Qualifications

• Experience leading large-scale multi-workstream programs in enterprise software or IT services.
• Knowledge of professional services delivery models, staffing, utilization, and margin management.
• Excellent stakeholder management with technical teams and executive clients.
• Track record of delivering complex enterprise engagements across North America.

Responsibilities

• Direct planning, execution, and delivery of multiple expert services programs for enterprise clients.
• Own program governance: scope, schedule, budget, risk, resources.
• Serve as senior escalation point for clients and internal stakeholders.
• Coordinate consulting, technical, and operational teams to align workstreams.
• Drive continuous improvement in delivery methodology, tooling, and reporting.
• Partner with sales and partners to scope new engagements and renewals.

Skills

Leadership

Stakeholder management

Program governance

Enterprise delivery

Job description

Role overview

A senior leadership role within an enterprise software consulting organization, directing programs inside the Expert Services Delivery practice. The position partners with cross-functional consulting and technology teams to ensure complex client engagements are delivered on time, on scope, and to quality standards. The role is based in Santa Clara, California, with flexible or remote work options available.

Responsibilities

• Direct the planning, execution, and delivery of multiple expert services programs for enterprise clients.


• Own program-level governance, including scope, schedule, budget, risk, and resource allocation.


• Serve as the senior escalation point for clients and internal stakeholders across the delivery lifecycle.


• Coordinate consulting, technical, and operational teams to keep workstreams aligned and unblocked.


• Drive continuous improvement in delivery methodology, tooling, and reporting across the practice.


• Partner with sales, account management, and partner organizations to scope new engagements and renewals.

Requirements

• Demonstrated success leading large-scale, multi-workstream programs within an enterprise software or IT services environment.


• Strong working knowledge of professional services delivery models, including staffing, utilization, and margin management.


• Excellent stakeholder management skills with both technical teams and executive-level customers.


• Track record of running complex enterprise engagements across North American clients.


• Ability to operate effectively in a flexible or remote work setting.

Nice to have

• Background delivering cloud, platform, or workflow software engagements.


• Experience supporting regulated or mission-critical customer environments.

Benefits and work setup

• Regular, full-time position based in Santa Clara, California.


• Flexible or remote work persona available for the right candidate.