Director, IT Program/Project Management

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.

Company  

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do. People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.  

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

Come join the Digital Technology IT PMO team and work with a talented group of Program Managers and Scrum Masters leading ServiceNow transformation programs. This team is responsible for driving, through best-in-class program management, enterprise initiatives that enable ServiceNow Sales, Marketing, Services and Channel businesses with advanced technology and analytics. As a member of the DT PMO team, you will be instrumental in delivering some of the most innovative and cutting-edge technologies, products to market. We are truly a team, supporting each other and celebrating our successes!  

This position reports to the Senior Director PMO - Portfolio Management

What you get to do in this role:  

• Drive Strategic Programs: Drive complex, mission-critical programs from concept through implementation, aligning with business objectives, OKRs, and value realization.
• Executive Collaboration & Communication: Partner with cross-functional leaders across business, product, and technology. Deliver crisp, actionable updates and facilitate decision-making at the executive level.
• Agile & Scaled Agile Execution: Apply SAFe/Agile standards across multiple teams including product, design, and engineering. Coach teams on Agile best practices and foster a culture of continuous improvement.
• Operational Excellence: Define and implement governance and operating models, manage risks and dependencies, ensure delivery quality, and promote best practices and documentation standards.
• Data-Dedicated Leadership: Create dashboards, analyze trends, and generate actionable insights. Leverage tools and AI to enhance reporting, planning, and workflow optimization.
• ServiceNow & Digital Enablement: Collaborate with product leaders to convert vision into roadmaps powered by ServiceNow. Guide teams on backlog management, tooling, and digital experience improvement.
   

To be successful in this role you have:

• 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 in Program/Portfolio Management within enterprise software, leading large-scale, high-impact initiatives.
• Extensive experience in digital customer experience, digital learning, and platform-based transformation programs.
• Proven success leading in complex, matrixed environments and influencing across all organizational levels.
• Deep expertise in Agile, Kanban, Scrum, SAFe, and hybrid methodologies, with ability to establish governance and execution frameworks.
• Skilled in strategic planning, OKRs, KPI tracking, value realization, and executive-level communications.
• High energy, adaptable, and self-motivated with a passion for driving innovation and continuous improvement.
• Hands-on experience with the ServiceNow platform highly preferred.
• Background in Engineering or Product Management is a strong plus.
• Strong business acumen with exceptional communication, leadership, and stakeholder engagement skills.

JV20

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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