Sr. Program Manager, Transformation

ServiceNow; California (MO); On-site; USD 140,000 - 245,000; Full time

Job summary

ServiceNow is seeking a Senior Manager to join the Strategic Execution Office within Global Marketing Strategic Operations. This role sits at the intersection of marketing transformation and AI-enabled execution, translating enterprise priorities into actionable programs and measurable outcomes.

You will lead end-to-end planning across cross-functional teams, manage risks, and drive accountability from kickoff to close-out, leveraging AI primed workflows to accelerate progress without

Qualifications

• Bachelor’s degree required.
• 8+ years of relevant experience in Program/Project Management, Strategic Operations, Transformation, or Marketing Operations.
• 5+ years managing large, cross-functional initiatives in complex enterprise environments.
• Demonstrated success driving marketing programs or strategic transformations to measurable business outcomes.
• Strong command of project management fundamentals: planning, risk management, stakeholder alignment, and execution tracking.
• Proficiency with AI-enabled workflows and tools (Microsoft 365 Copilot, Claude, ChatGPT Enterprise, Zoom AI Companion, or similar). Not just familiarity—demonstrated usage in day‑to‑day execution.
• Experience building or maintaining golden prompt libraries, AI-enabled reporting workflows, or automation pipelines for program management.
• Excellent communication and facilitation skills with a bias toward clarity and action.
• PMP and/or Agile certification preferred but not required.

Responsibilities

• Own end-to-end planning and execution for Marketing-focused strategic transformation programs.
• Translate business priorities into structured program charters, workstreams, milestones, and measurable outcomes.
• Manage multiple concurrent initiatives, ensuring delivery on time, within scope, and within budget.
• Drive accountability and urgency across cross-functional teams. Challenge unproductive patterns and protect execution standards.
• Build comprehensive transformation plans in partnership with Marketing, Product, Sales, Finance, IT, and other enterprise functions.
• Align transformation strategy to broader enterprise objectives, operating priorities, and measurable business outcomes.
• Track and manage risks, dependencies, decision logs, and critical path activities with precision.
• Ensure clear communication, documentation, and stakeholder alignment throughout the program lifecycle.
• Partner with leaders across Marketing and enterprise functions to align on strategy and drive execution.
• Facilitate working sessions, governance forums, and executive reviews that move work forward—not just update stakeholders.
• Serve as the connective tissue between strategic direction and day-to-day operational execution.
• Support portfolio-level planning and prioritization within the Strategic Execution Office.
• Identify and allocate resources to the highest-impact initiatives aligned to organizational strategy.
• Translate strategic imperatives into actionable roadmaps with clear ownership and accountability.
• Identify and implement improvements to workflows, tools, and integration processes.
• Maintain structured documentation including charters, requirements, decision logs, roadmaps, and program reviews.
• Define and document business requirements to support operational and system changes.
• Establish KPIs, milestones, and dashboards to monitor program health and outcomes.
• Deliver structured status updates and executive-ready reporting to senior stakeholders.
• Design feedback mechanisms into programs to drive continuous improvement.
• Leverage AI tools (Microsoft 365 Copilot, Claude, Zoom AI Companion, and emerging platforms) as foundational to how you plan, execute, and communicate—not as optional add-ons.
• Identify manual processes ripe for AI automation, design end-to-end AI-enabled workflows, and measure time savings and adoption across the team.
• Use AI to generate executive-ready program narratives, QBR content, and stakeholder communications—always verifying outputs for accuracy before distribution.
• Coach cross-functional partners and junior PMs on AI-native methodologies, prompt engineering, and workflow automation best practices.

Skills

Program/Project Management

Strategic Operations

Marketing Operations

AI-enabled workflows

Cross-functional leadership

PMP/Agile

Education

Bachelor’s degree

Tools

Microsoft 365 Copilot

Claude

ChatGPT Enterprise

Zoom AI Companion

Job 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.

Join us to put AI to work for people.

The Opportunity:

We’re looking for a sharp, execution-obsessed Senior Manager to join the Strategic Execution Office within Global Marketing Strategic Operations. This is not a traditional PMO role—it’s a high-impact seat at the intersection of marketing transformation, strategic execution, and AI-native ways of working.

You’ll translate enterprise priorities into structured program plans, clear execution roadmaps, and measurable business outcomes. You’ll operate across cross-functional boundaries, bring operational rigor to complex initiatives, and drive accountability from kickoff to close-out—using AI as a strategic partner, not just a productivity shortcut.

The ideal candidate has a track record in strategic program leadership and marketing transformation, thrives in ambiguity, embraces AI-enabled workflows as foundational to how work gets done, and knows how to move fast without sacrificing quality.

What You’ll Do:

Program Leadership & Execution

• Own end-to-end planning and execution for Marketing-focused strategic transformation programs.
• Translate business priorities into structured program charters, workstreams, milestones, and measurable outcomes.
• Manage multiple concurrent initiatives, ensuring delivery on time, within scope, and within budget.
• Drive accountability and urgency across cross-functional teams. Challenge unproductive patterns and protect execution standards.

Transformation Planning & Delivery

• Build comprehensive transformation plans in partnership with Marketing, Product, Sales, Finance, IT, and other enterprise functions.
• Align transformation strategy to broader enterprise objectives, operating priorities, and measurable business outcomes.
• Track and manage risks, dependencies, decision logs, and critical path activities with precision.
• Ensure clear communication, documentation, and stakeholder alignment throughout the program lifecycle.

Cross-Functional Collaboration

• Partner with leaders across Marketing and enterprise functions to align on strategy and drive execution.
• Facilitate working sessions, governance forums, and executive reviews that move work forward—not just update stakeholders.
• Serve as the connective tissue between strategic direction and day-to-day operational execution.

Strategic Planning & Prioritization

• Support portfolio-level planning and prioritization within the Strategic Execution Office.
• Identify and allocate resources to the highest-impact initiatives aligned to organizational strategy.
• Translate strategic imperatives into actionable roadmaps with clear ownership and accountability.

Process Excellence & Documentation

• Identify and implement improvements to workflows, tools, and integration processes.
• Maintain structured documentation including charters, requirements, decision logs, roadmaps, and program reviews.
• Define and document business requirements to support operational and system changes.
• Establish KPIs, milestones, and dashboards to monitor program health and outcomes.
• Deliver structured status updates and executive-ready reporting to senior stakeholders.
• Design feedback mechanisms into programs to drive continuous improvement.

AI-Native Execution & Accountability

• Leverage AI tools (Microsoft 365 Copilot, Claude, Zoom AI Companion, and emerging platforms) as foundational to how you plan, execute, and communicate—not as optional add-ons.
• Identify manual processes ripe for AI automation, design end-to-end AI-enabled workflows, and measure time savings and adoption across the team.
• Use AI to generate executive-ready program narratives, QBR content, and stakeholder communications—always verifying outputs for accuracy before distribution.
• Coach cross-functional partners and junior PMs on AI-native methodologies, prompt engineering, and workflow automation best practices.

What you will bring:

• Bachelor’s degree required.
• 8+ years of relevant experience in Program/Project Management, Strategic Operations, Transformation, or Marketing Operations.
• 5+ years managing large, cross‑functional initiatives in complex enterprise environments.
• Demonstrated success driving marketing programs or strategic transformations to measurable business outcomes.
• Strong command of project management fundamentals: planning, risk management, stakeholder alignment, and execution tracking.
• Proficiency with AI-enabled workflows and tools (Microsoft 365 Copilot, Claude, ChatGPT Enterprise, Zoom AI Companion, or similar). Not just familiarity—demonstrated usage in day‑to‑day execution.
• Experience building or maintaining golden prompt libraries, AI-enabled reporting workflows, or automation pipelines for program management.
• Excellent communication and facilitation skills with a bias toward clarity and action.
• PMP and/or Agile certification preferred but not required.

For positions in this location, we offer a base pay of $139,900 - $244,800, 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 your 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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