ServiceNow
SaaS
ProgramDirector
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“Program Director at ServiceNow. Skills: Program Management, AI Integration, SaaS Platforms, Stakeholder Management. Set strategic direction for programs. Oversee and enable Program Managers”
What You'll Achieve.
Successful execution of large-scale, complex programs; Delivery of transformative business outcomes; Maximize value realization for customers; Achieve a successful outcome
Industry & Context.
Problem-solving
Ability to travel as required (up to 50%)
What They're Looking For.
Must Have
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving, 15+ years of progressive experience in professional services, program management, or equivalent roles within large, complex consulting organizations, Extensive experience with SaaS platforms and organizations, especially ServiceNow, Ability to articulate a compelling Platform Story and the business challenges ServiceNow can address, Demonstrated success in providing oversight for multi-million-dollar, multi-project programs for strategic accounts, Demonstrated expertise in enabling customers to adopt and integrate AI and automation solutions, Extensive experience in supporting customers through business transformations (OCM), financial acumen, with experience in program budgeting, forecasting, and value realization, Excellent communication, negotiation, and executive stakeholder management skills
Nice to Have
Familiarity with ServiceNow product configuration, Project Management certification (PMI – PgMP (Program Management Professional), MSP (Managing Successful Programs), or equivalent), Agile/Scrum/SAFe experience
What You'll Do.
Set strategic direction for programs
Oversee and enable Program Managers
Ensure robust processes for risk management
Build and maintain relationships with executives
Foster a high-performance team culture
Ensure alignment with Customer Success
Collaborate with Customer Success on governance
Support pre-sales by shaping solutions
Champion adoption of AI-driven methodologies
How You'll Work.
Team & Collaboration
Collaborate with Customer Success; Work with product team
Communication Scope
Excellent communication; Executive stakeholder management
Process & Methodology
Program Management, Project Management, Agile, Scrum, SAFe
Full Job Description
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. The Program Director is a senior delivery leader operating as an individual contributor, accountable for orchestrating and enabling the successful execution of large-scale, complex programs—often spanning multiple projects, geographies, and business units. This role is responsible for strategic leadership, program governance, stakeholder engagement, and ensuring the delivery of transformative business outcomes through the ServiceNow platform. While the primary focus is on strategic oversight and leadership, the Program Director is expected to demonstrate the capability and willingness to engage hands-on when needed—rolling up their sleeves to drive progress, solve problems, and ensure success. Key Responsibilities * Set strategic direction for a select group of complex programs, ensuring alignment with business goals and customer value. * Oversee and enable Program Managers and Project Managers, ensuring consistent delivery in accordance with established standards and ServiceNow best practices. * Ensure robust processes and forums are in place to effectively manage and control risk, change, resources, and financials. * Build and maintain strong relationships with executives, partners, and customers; provide executive-level updates and act as a trusted advisor, guiding the customer on actions required for success * Foster a high-performance, collaborative team culture by critically
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