Director, IT Program/Project Management

Summary

Join ServiceNow's Digital Technology IT PMO team as a Program Manager and work with a talented group of professionals leading ServiceNow transformation programs. Drive complex programs from concept to implementation, aligning with business objectives. Partner with cross-functional leaders, deliver updates, and facilitate executive-level decision-making. Apply SAFe/Agile standards across multiple teams, coach teams on Agile best practices, and foster continuous improvement. Define and implement governance and operating models, manage risks and dependencies, and promote best practices. Create dashboards, analyze trends, and generate actionable insights using AI to enhance reporting and workflow optimization. Collaborate with product leaders to convert vision into ServiceNow-powered roadmaps and guide teams on backlog management and digital experience improvement. This role requires 15+ years in Program/Portfolio Management within enterprise software, leading large-scale initiatives, and extensive experience in digital customer experience and platform-based transformation programs. The ideal candidate will possess deep Agile expertise, strong communication skills, and a passion for innovation.

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
• Strong business acumen with exceptional communication, leadership, and stakeholder engagement skills

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

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs