ServiceNow
AI-enhanced technology
ProgramManager
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“Program Manager at ServiceNow. Skills: ServiceNow implementation programmes, programme leadership, delivery excellence, stakeholder management, AI-enabled enterprise transformation. Lead large, complex ServiceNow implementation programmes from initiation through successful delivery and value realisation. Provide overall programme leadership, direction, and accountability across customer, partner, and ServiceNow delivery teams”
What You'll Achieve.
accelerate business outcomes; realise value faster; support their broader business transformation initiatives; accelerate execution; enhance decision-making; strengthen collaboration; reduce time to value for customers; drive successful programme execution; customer success; driving governance, execution quality, platform adoption, and measurable business value; accelerate adoption, execution quality, operational efficiency, and customer value; value realisation; successful delivery outcomes; improve delivery effectiveness, operational efficiency, or customer outcomes
Industry & Context.
solve complex problems; drive decisions; proactive decision-making; risk assessment; issue resolution; decision-making
What They're Looking For.
Must Have
8+ years of progressive experience within a professional services, enterprise software, software implementation, cloud platform, or enterprise technology delivery environment, Proven experience leading large-scale, complex enterprise software implementation programmes with multiple stakeholders and cross-functional teams, programme governance, risk management, stakeholder management, and delivery leadership capabilities, Experience engaging and influencing senior customer stakeholders, including executive and C-suite leaders, understanding of enterprise software implementation delivery models, cloud platform deployment approaches, and agile delivery practices, Hands-on experience delivering complex enterprise software or cloud platform implementations using structured implementation methodologies within complex customer environments, Demonstrated ability to manage ambiguity, solve complex problems, and drive decisions in fast-paced environments, Experience leveraging AI-enabled tools, automation, or data-driven insights to improve delivery effectiveness, operational efficiency, or customer outcomes, Excellent communication, facilitation, negotiation, and leadership skills, Growth mindset with a willingness to learn, adapt, and continuously improve
Nice to Have
Experience leading ServiceNow platform implementations, Experience working within enterprise software implementation or enterprise software delivery organisations, PMI, PgMP, PRINCE2, or equivalent programme/project management certification, Agile, Scrum Master, SAFe, or related agile certifications, Experience leading global or geographically distributed teams
What You'll Do.
complex ServiceNow implementation programmes from initiation through successful delivery and value realisation
Provide overall programme leadership
and accountability across customer
and ServiceNow delivery teams
Build trusted relationships with executive stakeholders and provide guidance on delivery strategy
implementation approach
and successful platform adoption throughout the engagement lifecycle
Drive programme governance
ensuring alignment to agreed scope
and business objectives
Partner closely with Sales
and Partners to ensure seamless customer engagement and successful delivery outcomes
Apply ServiceNow implementation best practices
Now Create methodology
and ServiceNow AI-enabled platform capabilities and delivery tooling to accelerate adoption
operational efficiency
and mitigate programme risks
and delivery challenges while driving timely resolution and decision-making
Monitor programme health
identify gaps to plan
and implement recovery or optimisation strategies where required
Lead and mentor delivery teams to foster a culture of accountability
Drive customer alignment on programme priorities
and proposed solutions
Support sales and pre-sales activities by providing delivery expertise
implementation guidance
and programme leadership insights during customer engagements
Champion continuous improvement and leverage AI-native tools
platform capabilities
and data-driven insights to enhance delivery effectiveness
operational efficiency
and customer outcomes
How You'll Work.
Team & Collaboration
Partnering with customers, internal teams, and strategic partners; Lead high-performing cross-functional teams; Partner closely with Sales, Solution Consulting, Customer Success, and Partners; Lead and mentor delivery teams; fostering collaboration
Communication Scope
Excellent communication, facilitation, negotiation, and leadership skills
Process & Methodology
programme leadership, delivery excellence, programme governance, risk management, stakeholder management, delivery leadership capabilities, programme execution, programme health monitoring, recovery or optimisation strategies
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. As a Program Manager at ServiceNow, you will lead complex ServiceNow implementation programmes that help customers accelerate business outcomes, realise value faster, and support their broader business transformation initiatives. ServiceNow is at the forefront of AI-enabled enterprise transformation, helping organisations orchestrate workflows, automate operations, and realise value faster. Program Managers are central to delivering these complex platform implementations successfully at scale. Building on ServiceNow’s Now Create methodology, Program Managers leverage AI-native tools, platform capabilities, and data-led delivery approaches across every phase of delivery, from discovery and design through to build, deployment, and optimisation, to accelerate execution, enhance decision-making, strengthen collaboration, and reduce time to value for customers. You will play a critical leadership role within our Delivery organisation, partnering with customers, internal teams, and strategic partners to drive successful programme execution and long-term customer success. This role requires a strong blend of programme leadership, executive stakeholder management, delivery excellence, commercial awareness, and strategic thinking. You will lead high-performing cross-functional teams through complex ServiceNow engagements, ensuring alignment to customer objectives while driving governance, e
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