Program Director

Servicenow; United States; Hybrid; USD 192,000 - 337,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow seeks a Program Director (EM) to lead multiple Expert Service engagements, ensuring on-time, on-budget delivery and achievement of customer outcomes. You will govern engagements, drive risk mitigation, and coordinate with delivery teams, partners, and sales to align deliverables with business value.

Expected to mentor managers, influence customer decisions, and guide complex programs across cross-functional teams while enabling long-term success.

Qualifications

• Experience integrating AI into work processes and decision-making.
• 15 years progressive experience in a professional services org.
• Prior ServiceNow experience on various workflows.
• Ability to travel up to 50%.
• Creative, high energy with startup-paced initiative.
• Excellent written and verbal communication skills.

Responsibilities

• Manage multiple ES engagement workstreams and assess cross-effects.
• Develop plans addressing risks, issues, and escalations.
• Drive resolution through swift escalation and clear ownership.
• Identify gaps between progress and plans and resolve them.
• Coach and lead Principal/Senior Engagement Managers on large projects.
• Collaborate with customer, sales, and partner teams to understand challenges.

Skills

AI integration

Program management

Cross-functional leadership

Communication

Travel readiness

Tools

ServiceNow

Job description

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.

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 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.

Compensation and Benefits

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.

• flexible spending accounts
• a 401(k) Plan with company match
• ESPP
• matching donations
• a flexible time away plan
• family leave programs

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