It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

What you get to do in this role:  

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.

Key Responsibilities

• 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.

To be successful in this role you should have: 

• 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%.

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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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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