ServiceNow
Information Technology And Services
ProgramManager
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“Program Manager at ServiceNow. Skills: ServiceNow implementation, Programme leadership, Customer success. Lead complex ServiceNow implementation programmes. Accelerate business outcomes”
What You'll Achieve.
Accelerate business outcomes; Realise value faster; Successful programme execution; Long-term customer success; Measurable business value; Successful platform adoption
Industry & Context.
Solve complex problems; Manage ambiguity; Drive decisions
What They're Looking For.
Must Have
8+ years progressive experience, Proven experience leading large-scale implementations, Programme governance experience, Risk management experience, Stakeholder management experience, Delivery leadership capabilities, Experience engaging senior customer stakeholders, Understanding of enterprise software implementation, Understanding of cloud platform deployment, Understanding of agile delivery practices, Hands-on experience delivering complex implementations, Experience using structured implementation methodologies, Demonstrated ability to manage ambiguity, Demonstrated ability to solve complex problems, Demonstrated ability to drive decisions, Experience leveraging AI-enabled tools, Experience leveraging automation, Experience leveraging data-driven insights, Excellent communication skills, Excellent facilitation skills, Excellent negotiation skills, Excellent leadership skills, Growth mindset, Willingness to learn, Willingness to adapt, Willingness to continuously improve
Nice to Have
Experience leading ServiceNow implementations, Experience working in enterprise software delivery, Programme/project management certification, Agile/Scrum Master/SAFe certification, Experience leading global teams, Experience leading geographically distributed teams
What You'll Do.
Lead complex ServiceNow implementation programmes
Accelerate business outcomes
Support business transformation initiatives
Orchestrate workflows
Leverage AI-native tools
Leverage platform capabilities
Leverage data-led delivery approaches
Enhance decision-making
Strengthen collaboration
Drive programme execution
Ensure customer success
Lead cross-functional teams
Ensure alignment to customer objectives
Drive execution quality
Drive platform adoption
Drive measurable business value
Guide customers through programmes
Foster proactive decision-making
Foster continuous improvement
Provide programme leadership
Provide accountability
Build trusted relationships
Provide guidance on delivery strategy
Provide guidance on implementation approach
Provide guidance on platform adoption
Drive programme governance
Ensure alignment to scope
Ensure alignment to timelines
Ensure alignment to budget
Ensure alignment to risks
Ensure alignment to dependencies
Ensure alignment to business objectives
Partner with Solution Consulting
Partner with Customer Success
Partner with Partners
Ensure seamless customer engagement
Ensure successful delivery outcomes
Apply ServiceNow best practices
Apply Now Create methodology
Apply ServiceNow AI capabilities
Apply ServiceNow delivery tooling
Improve execution quality
Improve operational efficiency
Improve customer value
Identify programme risks
Assess programme risks
Mitigate programme risks
Identify delivery challenges
Assess delivery challenges
Mitigate delivery challenges
Drive timely resolution
Drive timely decision-making
Monitor programme health
Identify gaps to plan
Implement recovery strategies
Implement optimisation strategies
Mentor delivery teams
Foster accountability
Foster continuous learning
Foster high performance
Drive customer alignment on priorities
Drive customer alignment on roadmap decisions
Drive customer alignment on proposed solutions
Support sales activities
Support pre-sales activities
Provide delivery expertise
Provide implementation guidance
Provide programme leadership insights
Champion continuous improvement
Enhance delivery effectiveness
Enhance operational efficiency
Enhance customer outcomes
How You'll Work.
Team & Collaboration
Cross-functional teams; Customer teams; Partner teams; Internal teams; Sales teams; Solution Consulting teams; Customer Success teams
Communication Scope
Executive presentations; Facilitation; Negotiation
Process & Methodology
Programme governance, Risk management, Stakeholder management, Delivery leadership, Agile delivery practices, Structured implementation methodologies
Full Job Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people. . 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 align
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