Director, IT Program/Project Management

Summary

Join the Digital Technology IT PMO team at ServiceNow and work with a talented group of Program Managers and Scrum Masters leading ServiceNow transformation programs. This team drives enterprise initiatives enabling ServiceNow Sales, Marketing, Services, and Channel businesses with advanced technology and analytics. As a team member, you will be instrumental in delivering innovative, cutting-edge technologies and products to market. The role involves driving strategic programs, collaborating with executive leadership, applying Agile methodologies, ensuring operational excellence, leveraging data analysis, and collaborating on ServiceNow platform implementation. The position reports to the Senior Director PMO - Portfolio Management. This is an opportunity to make a significant impact and grow within a dynamic and supportive team.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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