Senior Manager, Launch Program Management

• Full-time
• Employee Type:
  Regular
• Region: AMS - North America and Canada
• Work Persona:
  Flexible or Remote

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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

Role Overview

You love the moment before launch.

The strategy is set. The story is written. The clock is ticking. Hundreds of deliverables are moving across dozens of teams. Senior executives are watching closely. The market is waiting.

And somehow, that's when you're at your best.

The pace of innovation has never been faster. As AI transforms every industry, the ability to bring breakthrough products, solutions, and experiences to market with speed and precision has become a competitive advantage. At Service Now, launches are not isolated events.

They are coordinated market moments that shape customer perception, drive adoption, and showcase the innovation powering the future of work.

The Senior Manager, Launch Program Management sits at the center of those moments.

As part of the Product & Solutions Marketing (PSM) Launch Office, this role partners closely with Launch Office leadership and fellow launch program managers to orchestrate Service Now's most strategic product launches and market activations. Working across Product and Solutions Marketing, Product Management, Brand, Digital, Global Communications, Customer Marketing, Sales Enablement, Field Marketing, Partner Marketing, Strategic Events, and Executive Leadership, you'll help ensure our biggest innovations reach customers with clarity, speed, and impact.

This is not a traditional project management role. Success requires equal parts strategist, operator, problem solver, and conductor. You'll navigate ambiguity, manage competing priorities, anticipate risks before they materialize, and maintain calm when timelines compress and stakes rise.

The ideal candidate is energized by complexity, obsessed with execution excellence, and motivated by ownership. They thrive in fast-moving environments, enjoy solving difficult coordination challenges, and love being on the front line of Service Now's most important company moments.

Key Responsibilities

End-to-End Launch Program Leadership (75%)

• Lead planning and execution for Tier 1 and Tier 2 product launches and strategic market activation initiatives
• Partner closely with Launch Office leadership and fellow launch program managers to deliver Service Now's most important launch moments
• Build and manage integrated launch plans spanning multiple work streams, stakeholders, milestones, dependencies, and critical paths
• Translate portfolio priorities into coordinated launch plans that align product readiness, marketing activation, executive communications, and field preparedness
• Drive launch readiness reviews, executive checkpoints, and decision-making forums
• Serve as the central orchestrator across launch work streams, ensuring alignment, accountability, and timely delivery of commitments
• Coordinate execution across Product and Solutions Marketing, Brand, Digital, Creative, Communications, Customer Marketing, Sales Enablement, Field Marketing, Partner Marketing, Strategic Events, Product Management, and Analytics teams
• Facilitate dependency management, issue resolution, and cross-functional alignment across multiple concurrent initiatives
• Anticipate and proactively mitigate risks, blockers, competing priorities, and execution gaps before they impact launch success
• Lead launch-day command center activities and rapid-response coordination during critical market moments
• Partner with workstream leaders to ensure launch activities ladder to the broader launch strategy and business objectives
• Lead planning, development, and execution of Service Now's twice-annual product release customer presentation, orchestrating cross-functional inputs and executive reviews to ensure a cohesive launch narrative aligned to company priorities
• Manage a portfolio of concurrent launch…