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.

Job Description:  

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!  

What you get to do in this role:  

• Work side-by side with business, product, and technology leaders on high-visibility, mission-critical, large, and complex programs, and drive them from original concept through final implementation.  

• Take a strategic program leadership role to establish in-take process, prioritization, OKR alignment, milestones, deliverables, and success criteria for your programs ultimately ensuring value realization.  

• Help manage risks and dependencies and escalate impediments to meet program objectives.  

• Provide transparent and forthright communications with all areas affected by your programs including cross-functional stakeholders, business sponsors and vendors; simplify complex issues into a crisp, actionable executive-level status.  

• Generate new data needs and requirements to provide actionable insights to senior leadership.  

• Ensure adherence to processes, quality standards, and deliverables so that your programs are delivered with machine-like & data driven predictability.  

• Plan and facilitate collaboration from executive-level meetings and large cross-functional events to the day-to-day activities as required.  

• Provide a proactive, strategic perspective on improvements to the business, SDLC processes.  

• Create and maintain process documentation where needed to promote best practices and leverage lessons learned.   

• Analyze trends and data and create reports and dashboards to provide actionable insights to senior leadership.  

• Define governance models, operating models for the programs being managed. Socialize and operationalize these models for successful execution.  

• Host regular release working stream, operating & steer committee meetings & executive read-outs; deliver crisp status updates to all stakeholders and senior leadership in the most effective manner.  

• Deliver hands-on coaching of individual scrum teams in all aspects of scrum - daily meetings, planning, self-organization, collaboration, iterative development, workshops etc.  

• Apply Scaled Agile (SAFe) or Agile digital execution and communication across multiple cross functional teams including design, research, UI UX, Architecture, product management and engineering.  

• Help all executing & operating teams to deploy effective tooling to define and prioritize the backlog of work for assigned projects including the creation of epics and stories for new features, enhancements to existing features, functionalities, and improving digital experience quality based on customer satisfaction or feedback.   

• Work closely with product leaders to transform their vision to roadmaps powered by ServiceNow toolset.  

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 of experience as a Portfolio/Program Manager in an enterprise software company having managed highly complex, highly visible, company level initiatives.  

• Experience managing products, programs, or services in the digital customer experience space, digital learning space.  

• Ability to dive into extremely complex, vague, and cross functional environments and map teams to plans.  

• Ability to create framework for execution and ensure process governance (Agile, Kanban, SAFe, Scrum, Scrumban, Hybrid)  

• Experience in working with leaders to define business objectives, OKRs, Goals/KPIs. Create frameworks to track the goals and execution. Involved in value mapping & value realization exercises in previous jobs.   

• Ability to drive strategic planning & execution with serious leaders across product management, engineering & operations teams.  

• Strong decision making, decision driving skills based on data and business benefit.  

• Lean program management, continuous learning, adaption, and improvement.  

• Must enjoy working in a highly collaborative, matrixed environment.  

• High energy, self-starter with aptitude for learning new technologies and ability to promote transformational change.  

• Comfortable presenting operating & governance models, program plans, status etc to large audiences and senior executives in person, virtual, and via webinars.  

• Thrive in ambiguity with proven track record of out of the box problem solving skills.  

• Lead from the front with a willingness to take on tasks that sometimes would fall outside of their scope to get the job done.  

• Prior history working with the ServiceNow platform a major plus.  

• Preferred - Engineering or Product management background (in addition to strong program management experience).  

• Strong business acumen. Very strong influencer, communicator & leader.   

• A seasoned technical program management professional, ability to work as an individual 

JV20

For positions in this location, we offer a base pay of $189,200 - $331,100, 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. 

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.