Program Management Director

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.

What You Get To Do In This Role: 

Manage Program Scope, Objectives and Targets (Strategic Program Management) 

• Advise Portfolio, Project, PMO and/or business leaders to establish, measure, monitor and manage the Marketing Transformation Program’s vison, scope/charter, objectives and time horizon specific targets. 
• Align the program plan with ServiceNow’s strategic plan targets (costs, revenue, profit) to reconcile and remediate actual targets through gap-closing recommendations.  
• Actively analyze the program’s objectives and targets to identify expected gaps or trends and proactively provide solutions that optimize program performance.  

Manage Program Lifecycle  

• Recommend program resources that deliver agreed upon objectives and targets to ensure that allocated resources are balanced against the confirmed resource needs. 
• Identify choices, trade-offs and the prioritization of projects to optimize the allocation of resources that achieve program objectives and targets or support new projects. 
• Build and manage the program schedule, defining the critical path and tracking activities to ensure that projects are meeting agreed upon deadlines, generating and communicating status reports, and escalating critical issues. 
• Meet program financial objectives and targets by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances and initiating corrective actions.   
• Achieve program objectives by contributing information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing productivity, quality, change management and customer-service standards.   
• Define program management standards for successful end-to-end program ownership, accountability, execution of timelines, risk management, and change management for all relevant work-streams. 

Manage Program Metrics, Evaluation & Prioritization 

• Establish, design, deploy, monitor and report key leading and lagging performance indicators to ensure real-time or near real-time program transparency for key stakeholders.  
• Evaluate existing projects and manage the intake and demand pipeline of the program, calibrating the assessment with governance and leadership Teams to ensure data-based decision-making when selecting and de-selecting projects.   

Drive Program Governance 

• Orchestrate and own the Marketing Transformation Program’s governance structure (e.g., SteerCo, cascading sub-team structures, meeting cadence, etc.) that ensures clear and timely decision ownership and optimal program resource allocation.   
• Prepare and communicate status reports, dashboards, decisions and ongoing lessons learned to relevant leadership teams and appropriate stakeholders that ensures support and buy in for the program’s vision. 

Oversee the Program’s Projects 

• Deploy best-practice program and project management principles, tools and methods to ensure that the program achieves cost, schedule, quality and adoption objectives. 
• Lead program and project phase gate reviews and audits to ensure that current and future risks are identified, and remediation plans are designed and deployed when necessary.  
• Actively monitor in-process or completed projects to ensure the achievement of committed benefits and value realization.  

Optimize Program Processes 

• Drive continuous improvement in program processes, governance and reporting to ensure waste minimization and strong buy-in for the program vision. 
• Manage the program’s planning, review, and remediation processes to ensure alignment with enterprise planning processes.  

Critical Success Behaviors 

• Effective Communications – Proficiency with effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors with an executive audience. 
• Flexibility and Adaptability – Mastery of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment; ability to design approaches and processes assuming that changes are inevitable. 
• Influencing – Expert knowledge of effective influencing tactics and strategies; ability to elevate the most critical questions/issues and impact decisions within and outside own organization. 
• Managing Multiple Priorities – Ability to manage multiple concurrent objectives, projects, groups, or activities, using deep business acumen to make effective judgments as to prioritizing and time allocation. 
• Organizational Change Management – Extensive knowledge of and ability to align the organization's people and culture with changes in business strategy, organizational structure, technology and business processes to ensure that program benefits are realized.
• Organizational Savvy and Politics – Knowledge of organizational politics and political tactics; ability to effectively navigate formal and informal communication and decision-making channels and anticipate/mitigate organizational roadblocks.
• Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations and mentor others to solve problems.

To be successful in this role you have:

• 15+ years of hands-on program management experience in a technology organization, preferably in a sales or marketing function.
• Exceptional communication skills and the ability to communicate effectively with senior executives; this includes written and verbal communications. 
• Advanced problem-solving, conflict resolution, active listening, and time management skills.  
• Demonstrated success with delivering strategic, global, cross-functional, programs, including planning, scheduling, monitoring and stakeholder reporting with multiple tasks in a dynamic environment. 
• Experience with analytics and understanding of support metrics and KPIs.  
• Facilitation skills in leading and planning meetings, reviews, and retrospectives. 
• Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement. 
• Ability to learn quickly and pick up tools, systems, and processes in a short amount of time. 
• Experience working in a fast-paced, team environment. 
• Lead by example to enable quicker decisions, energizing others by clarifying purpose / why, and stop projects without escalation and willingness to work hands-on to deliver impactful outcomes. 
• Commitment to producing high-quality, cutting edge deliverables. 
• PgMP and PMP & Agile certifications are highly desired; in-depth knowledge of program management for non-technical teams is preferred. 
• Advanced MS Excel spreadsheet skills, including the ability to create complex financial reporting and tracking for a program of 20+ projects. 
• Advanced MS PowerPoint, including the ability to take complex data and simplify it for decision making 

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

Equal Opportunity Employer 

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations 

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations 

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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