Program Director at ServiceNow

Role Purpose

Program Directors lead and drive multiple Expert Service (ES) 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.
• 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.
• Service Now certification in aligned workflow.
• Expert in integrating AI tools to optimize workflows, drive strategy, and deliver business value through platforms like Service Now.
• Skilled in ethical AI use, technical translation, and stakeholder engagement across both technical and executive audiences.

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

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 globaltalentss@servicenow.com 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.