Strategic Program Director — AI-Driven Delivery Leader

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

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.