Project Lead

Summary

Join ServiceNow as a Global CRM Project Lead to drive strategic initiatives for the Solution Consulting organization. Lead CRM-related programs to improve GTM effectiveness, optimize processes, and support the SC leadership team's vision. The ideal candidate is analytics-driven, an expert project manager, and AI-native, leveraging AI tools to accelerate execution and enhance program outcomes. Responsibilities include leading global CRM projects, defining success metrics and reporting on impact, leveraging AI tools, collaborating cross-functionally, implementing scalable CRM processes, and communicating updates to leadership. The role requires experience in integrating AI into work processes, 7+ years leading complex global projects, proven project management expertise, strong analytical skills, hands-on experience with AI tools, CRM system knowledge, excellent communication skills, and experience with technical teams. Travel is required.

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
• 7+ years leading complex, global projects or programs in enterprise software or SaaS
• Proven expertise in project management , with the ability to run and own programs end-to-end
• Strong analytical skills with the ability to design and deliver meaningful reporting
• Hands-on experience with AI tools and proven ability to integrate them into workflows
• Knowledge of CRM systems (Salesforce or similar) and GTM processes
• Excellent communication and stakeholder management skills
• Experience working with highly technical teams, including Solution Consultants and engineers
• Travel, as required

Responsibilities

• Lead Program Execution: Own and drive global CRM projects from concept to delivery, setting timelines, managing dependencies, and ensuring results
• Analytics & Impact Measurement: Define success metrics, build dashboards, and report regularly on business impact to stakeholders
• AI-Driven Innovation: Leverage AI tools and create AI-enabled workflows to accelerate execution, improve efficiency, and optimize deliverables
• Cross-Functional Collaboration: Partner with technical teams, operations, and regional SC leaders to ensure alignment and adoption of best practices
• GTM Optimization: Implement scalable CRM processes, aligned to Solution Consulting best practices, that improve speed-to-value and customer engagement
• Stakeholder Communication: Provide clear, concise updates and insights to leadership, ensuring transparency and alignment at all stages