Program Director

• 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.

• 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.

What We Do

As the AI platform for business transformation we're putting AI to work across organizations — freeing people for work that matters. Making old tech work with new tech. Reaching across departments from the front office to the back office and every office in between. Our ambition? To become the AI defining enterprise software company of the 21st century (or "AI DESCO21C" as we like to call it). With more than 8100+ customers we serve approximately 85% of the Fortune 500® and we're proud to be a Fortune 100 Best Companies to Work For® and World's Most Admired Companies™. Explore your future career with us visit www.servicenow.com/careers. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Why Work With Us

By joining ServiceNow you are part of an ambitious team of change-makers who have a restless curiosity and a drive for ingenuity. We're committed to helping our people do their best work and live their best lives so we can fulfill our purpose together. At the fastest-growing enterprise software company you can grow your career faster.

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