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Salary: USD 192,400 - 336,700 / annual
ServiceNow is seeking a Program Director to lead and drive multiple Expert Services (ES) engagements, ensuring on-time, on-budget delivery of solutions that achieve customer business outcomes. This role serves as the key point of communication and coordination for delivery teams, establishing governance forums, mitigating risks and issues, and driving rapid decision-making with escalation as needed.
Key Responsibilities:
- Manage multiple ES engagement workstreams with 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
- Coach, mentor, and lead Principal Engagement Managers and Senior Engagement Managers on large, complex projects
- Provide thought leadership to customers during times of ambiguity or conflict
- Lead delivery teams throughout engagements, often in collaboration with services partners
- Manage engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials
- Collaborate with Sales Account Teams, partners, and customers to understand business challenges, key stakeholders, and business value being delivered
- Act as a thought leader applying expertise from the Now Create methodology to drive successful delivery and long-term customer success
- Serve as the single point of contact to facilitate collaboration, decision-making, and customer buy-in on proposed solutions
- Manage multiple projects simultaneously, including the largest and most complex programs for Customer Outcomes Strategic Accounts
- Support Business Development efforts for multi-million-dollar engagements
- Identify gaps between actuals and plan of record, propose solutions, and drive resolution
Requirements:
- 15 years of progressive experience in a professional services organization
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact)
- 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
- Ability to travel up to 50%
- Creative, high-energy, entrepreneurial spirit with comfort running initiatives and programs 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
