[Hiring] Senior Program Manager, Strategic Customer Transformation @ServiceNow

Role Description

Drive execution excellence and operational rigor for large-scale transformations at ServiceNow's most strategic customers. In this role, you will own the program operating system – establishing governance frameworks, orchestrating cross-functional workstreams, managing stakeholder alignment, and ensuring delivery velocity. You help translate vision into executable plans, unblocking foundational issues, driving decision cadence, and ensuring the program delivers measurable business value on accelerated timelines.

Job Responsibilities

• Program Governance & Operating System: Establish and run the program management operating system—decision rights, escalation paths, meeting cadences, and information flow. Create infrastructure for fast, informed executive decisions.
• Workstream Orchestration & Execution: Coordinate CEG delivery teams, customer stakeholders, and SI partners. Identify and eliminate blockers before they become program risks.
• Executive Communication & Reporting: Translate multi-workstream status into executive-ready artifacts. Distill progress, risks, and value trends for C-suite. Own executive steering committee cadence and content.
• Stakeholder Alignment & Influence: Navigate complex organizations to build consensus across competing priorities. Create stakeholder maps and alignment forums that drive decisions without formal authority.
• Value Realization & Adoption Acceleration: Define and track adoption KPIs and business outcomes. Drive execution activities (training, change management, enablement) that convert capabilities into measurable impact.
• Foundation for Velocity: Resolve foundational issues early—data readiness, integrations, organizational gaps, governance ambiguity. Build conditions for fast, sustainable delivery and repeatable playbooks.
• Capability Building: Build repeatable playbooks and operating models that scale across the strategic customer portfolio.

Qualifications

• 10+ years leading enterprise transformation programs in strategy consulting, managing C-Suite initiatives with large teams across multi-phased engagements.
• Program governance and executive communication: Established steering committees, decision frameworks, and governance for 5+ concurrent workstreams; translated technical complexity into C-suite narratives.
• Influence and change at scale: Drove alignment across matrixed organizations without authority; led change initiatives affecting 1,000+ users.
• ServiceNow expertise: Knowledge of ITSM, HRSD, CSM, or core workflows.
• AI-native and systems thinker: Integrate AI into program execution and customer adoption; see workstream interdependencies, anticipate impacts, architect governance for velocity.
• Operational discipline with startup mentality: Obsessive about cadences, decision logs, RACI clarity; thrives in ambiguity; drafts decks, facilitates workshops, debugs issues—whatever unblocks progress.

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.