ServiceNow

Sr. Dir., Portfolio Management (Connected Customer Experience/PMO)

ServiceNow • $230K — $403K *
Santa Clara, CA 95051In-Person
Business Services
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 12+ years of experience in large enterprise program/project management.
  • Extensive cross-functional work in complex customer experience portfolios.
  • 5+ years of team leadership in project or program environments.
  • Proven ability to manage complex, competing work-stream portfolios.
  • Strong knowledge of portfolio governance and value delivery frameworks.
  • Excellent communication and stakeholder management, particularly with executives.
  • Experience in PMO transformation and delivery excellence.

Responsibilities

  • Serve as a strategic advisor to executives on portfolio investments and risks.
  • Align all projects with the company's mission and long-term goals.
  • Manage the overall health and performance of the portfolio.
  • Establish governance standards and prioritization processes.
  • Guide evaluation and approval of new initiatives and maintain the portfolio roadmap.
  • Lead portfolio risk identification and escalation processes.
  • Report on portfolio performance, including KPIs, to the executive team.

Benefits

  • Health insurance options 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

Position Summary

The Portfolio Leader is a senior leadership role within the newly elevated, value-oriented PMO. This individual oversees a portfolio of strategic programs and projects aligned to the Digital Technology (DT) leader for Connected Customer Experience (CCx). This individual leads a team of Program and Project Managers, engages directly with senior leaders in the portfolio as well as their stakeholders, and ensures delivery efforts are tightly aligned to organizational value, business outcomes, and executive priorities.

This role goes beyond traditional project oversight. The Portfolio Leader is a strategic advisor and partner to business and technology stakeholders, a coach and mentor to the delivery team, and a champion for portfolio-level thinking that connects day-to-day execution to long-term organizational goals.

Why This Role Exists

The PMO is evolving from a coordination and reporting function into a high-impact, value-delivery engine. The Portfolio Leader is central to this transformation as it owns portfolio health, driving delivery excellence, and ensuring that every program and project under their purview earns its place based on strategic value and measurable outcomes.

Key Responsibilities:

Portfolio Strategy & Governance
  • Act as a strategic advisor to executives, providing guidance on investments and reporting on portfolio status, risks, and issues.
  • Ensure all projects and programs align with and support the company's overall mission and long-term business goals as well as that of Digital Technology (DT) and the portfolio.
  • Own the end-to-end health and performance of a defined portfolio of programs and projects.
  • Maintain a clear line of sight between portfolio activity and organizational strategy, OKRs, and value targets.
  • Establish and enforce portfolio governance standards, prioritization frameworks, and stage-gate processes.
  • Guide the process for evaluating, prioritizing, and approving new initiatives, and support maintenance of the overall portfolio roadmap.
  • Lead portfolio-level risk identification, interdependency mapping, and escalation pathways.
  • Track and report on portfolio performance, key performance indicators (KPIs), and other metrics to guide data-enabled outcomes for the executive team
  • Present portfolio status, health, and value realization to senior leadership and executive stakeholders.
  • Partner with the portfolio leadership team on capital planning, budget allocation, and resource management to ensure investments deliver maximum business value and ROI.

People Leadership & Team Development
  • Lead, coach, and develop a team of Program Managers and Project Managers (both ServiceNow FTEs and contingent workers).
  • Set clear performance expectations and provide ongoing feedback, mentorship, and career development support.
  • Foster a high-trust, outcome-focused team culture that values accountability, learning, and continuous improvement.
  • Manage team capacity and allocation across the portfolio, balancing workload with delivery quality.
  • Identify capability gaps and partner with the PMO leadership to build team competency over time.

Delivery Excellence & Value Realization
  • Ensure programs and projects are delivered on time, within budget, and with measurable impact on business outcomes.
  • Drive adoption of value-focused delivery practices, including benefits tracking, value KPIs, and outcome-based reporting.
  • Champion a shift from activity-based reporting (status/milestones) to value-based reporting (outcomes/impact).
  • Continuously evaluate portfolio ROI and recommend rebalancing, acceleration, or decommissioning of initiatives.

Stakeholder Engagement & Communication
  • Serve as the primary escalation point for portfolio-level and any relevant cross-functional program/project issues and stakeholder conflicts.
  • Build and sustain strong relationships with business owners, technology partners, and executive sponsors.
  • Enhance portfolio storytelling by translating complex portfolio dynamics into clear, executive-ready narratives and recommendations.
  • Facilitate and support portfolio reviews, steering committees, and investment decision forums that support continuous planning.

PMO Elevation & Continuous Improvement
  • Contribute to the strategic evolution of the PMO, shaping maturity and delivery.
  • Identify and drive process improvements that increase delivery velocity, reduce friction, and improve team effectiveness.
  • Act as a role model for the elevated PMO operating model, demonstrating value-first delivery thinking.
  • Bring external best practices, emerging methodologies, and innovation to the PMO's approach.


Qualifications

Qualifications
  • 12+ years of progressive experience in enterprise large-scale ($10B+) program/project management, portfolio management, or delivery leadership.
  • Extensive experience working cross-functionally in a highly complex enterprise customer experience/success product portfolio.
  • 5+ years of experience leading and developing teams of project or program professionals.
  • Demonstrated track record of managing complex, multi-workstream portfolios with competing priorities.
  • Strong command of portfolio governance, risk management, and value delivery frameworks.
  • Exceptional communication and stakeholder management skills, including executive-level presentations.
  • Experience in PMO transformation, operating model design, or delivery excellence initiatives.
  • PMP, PgMP, or equivalent certification.

Preferred
  • Experience in a value-oriented or product-led PMO environment.
  • Familiarity with OKR frameworks, benefits realization management, or strategic portfolio management tools.
  • Agile / SAFe certification or demonstrated experience in hybrid delivery environments.
  • MBA or advanced degree in Business, Technology, or a related field.


For positions in this location, we offer a base pay of $230,400 - $403,200, 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

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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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