[Hiring] Program Director / Senior Principal Engagement Manager @ServiceNow

Role Description

The Program Director / Sr. Principal Engagement Manager is accountable for the on-time, on-budget delivery of defined solution scope to achieve customer business outcomes. This role requires execution of projects aligned to ServiceNow leading practices and the Now Create methodology while ensuring strong governance, stakeholder alignment, risk mitigation, and successful delivery across complex enterprise environments.

• Lead large-scale enterprise transformation projects from initiation through successful delivery.
• Manage engagement governance, timelines, scope, risks, issues, change management, resourcing, reporting, and program financials.
• Execute projects using ServiceNow leading practices and the Now Create methodology in collaboration with customer teams and delivery partners.
• Serve as the primary point of contact for executive stakeholders, facilitating communication, decision-making, and customer buy-in on proposed solutions.
• Lead cross-functional delivery teams throughout the engagement, often across multiple workstreams and partner organizations.
• Collaborate with Sales, Customer Outcomes, partners, and customers to understand business challenges, stakeholder priorities, and business value being delivered.
• Align project deliverables to customer business objectives and long-term transformation goals.
• Identify gaps between actuals and plan of record, propose solutions, and drive issue resolution.
• Track project progress, manage deviations, and implement corrective actions to ensure successful outcomes.
• Provide executive-level presentations, reporting, and strategic updates to customers and senior leadership.
• Demonstrate executive presence and the ability to lead difficult conversations, resolve conflict, and challenge direction when appropriate.
• Mentor, coach, and lead Customer Outcomes and Partner teams to deliver successful customer outcomes.
• Support business development efforts for large, multi-million-dollar strategic engagements.
• Manage complex strategic accounts and multiple projects simultaneously in fast-paced enterprise environments.
• Act as a thought leader by applying expertise in ServiceNow, enterprise transformation delivery, and customer success best practices.

Qualifications

• 15+ years of progressive experience within professional services, SaaS, or enterprise technology organizations.
• Proven success leading large-scale, complex transformation projects and enterprise delivery programs.
• Deep expertise delivering ServiceNow implementations and transformation initiatives within enterprise environments.
• Strong understanding of the Financial Services / Financial Markets industry, including operational, regulatory, and financial considerations.
• Experience managing program financials, budgets, forecasting, and executive reporting.
• Exceptional communication, presentation, and stakeholder management skills with the ability to influence senior leadership effectively.
• Strong executive presence with excellent conflict resolution and negotiation skills.
• Highly detail-oriented with strong organizational, analytical, and problem-solving capabilities.
• Demonstrated ability to work cross-functionally and manage multiple priorities simultaneously.
• Experience leveraging AI-powered tools, automation, and data-driven decision-making in delivery or operational processes.
• Advanced proficiency in Microsoft Office Suite, including PowerPoint and Excel.
• Ability to operate independently within fast-paced, high-growth, and highly matrixed environments.
• Creative, high-energy, entrepreneurial mindset with the ability to drive initiatives independently.
• Demonstrated success driving complex issues through analysis and resolution.
• Excellent written and verbal communication skills.
• ServiceNow certification(s) aligned to workflow or platform solutions preferred.
• ITIL, PMP, and/or ServiceNow System Administrator certification preferred.
• Ability to travel up to 50%.

Requirements

• 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.

Benefits

• 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.