Program Manager

• Region: EMEA - Europe, Middle East and Africa
• 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.

As a Program Manager at Service Now, you will lead complex Service Now implementation programmes that help customers accelerate business outcomes, realise value faster, and support their broader business transformation initiatives.

Service Now 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 Service Now’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 Service Now engagements, ensuring alignment to customer objectives while driving governance, execution quality, platform adoption, and measurable business value.

Using Service Now’s implementation methodology, Now Create, alongside Service Now AI‑enabled platform capabilities and delivery tooling, you will guide customers through complex Service Now implementation programmes while fostering collaboration, proactive decision‑making, innovation, and continuous improvement.

What You Will Do

• Lead large, complex Service Now implementation programmes from initiation through successful delivery and value realisation
• Provide overall programme leadership, direction, and accountability across customer, partner, and Service Now 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, timelines, budget, risks, dependencies, and business objectives
• Partner closely with Sales, Solution Consulting, Customer Success, and Partners to ensure seamless customer engagement and successful delivery outcomes
• Apply Service Now implementation best practices, Now Create methodology, and Service Now AI‑enabled platform capabilities and delivery tooling to accelerate adoption, execution quality, operational efficiency, and customer value
• Proactively identify, assess, and mitigate programme risks, issues, 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, collaboration, continuous learning, and high performance
• Drive customer alignment on programme priorities, roadmap decisions, and proposed solutions
• Support sales and pre‑sales activities by providing delivery expertise, implementation guidance, and programme leadership insights during customer engagements
• Champion continuous…