ServiceNow

Program Director

ServiceNow • $192K — $336K *
Santa Clara, CA 95051In-Person
Technical Services
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 15 years of progressive experience in a professional services organization.
  • Expertise in integrating AI tools to optimize workflows and deliver business value.
  • Strong analytical skills for driving complex issue resolution.
  • Excellent written and verbal communication skills.
  • Ability to travel up to 50%.
  • ServiceNow certification in aligned workflow.
  • Creative and entrepreneurial spirit, comfortable in a fast-paced environment.

Responsibilities

  • Manage multiple Expert Service engagement workstreams effectively.
  • Proactively develop and implement risk management plans.
  • Drive problem resolution through swift escalation and clear responsibility division.
  • Coach and mentor Principal and Senior Engagement Managers.
  • Lead the delivery team in collaboration with services partners.
  • Act as the single point of contact for communication and decision-making.
  • Support Business Development for multi-million-dollar engagements.

Benefits

  • Health plans including flexible spending accounts.
  • 401(k) Plan with company match.
  • Employee Stock Purchase Plan (ESPP).
  • Matching donations program.
  • Flexible time away plan and family leave programs.
Full Job Description
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.


Qualifications

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.
  • 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.


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.

Additional Information

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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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