Senior Manager, PMO Excellence and Launch Operations

Company 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 - Service Now 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.

Job Description

Role Overview

You thrive where structure meets speed. You can orchestrate 15 work streams before lunch, spot a dependency risk before it becomes a fire, and still find time to build a smarter workflow using AI. If that sounds like your ideal Tuesday, keep reading.

The Senior Manager, PMO Excellence and Launch Operations, partners with the Launch Office leadership team to establish launch-focused workflows and deliver seamless execution across Service Now's product launches and other ad hoc global marketing programs. This role brings deep PMO expertise to create structured execution models while orchestrating day-to-day coordination across 15+ concurrent work streams - the kind of calm, precise execution that looks effortless from the outside and is anything but.

This is a high-impact, high-visibility role reporting to the Chief of Staff and Head of Strategy and Operations for Product and Solutions Marketing (PSM), working directly with the SVP of PSM and PSM Leadership stakeholders, managing multi-million dollar program budgets, and enabling Service Now's most strategic market moments. If you're passionate about process, energized by building, and ready to bring your AI-native thinking to one of the most dynamic marketing organizations in enterprise tech - this is your moment.

Key Responsibilities

Program Infrastructure & Operating Model (30%)

* Design and implement standardized launch operating models and execution frameworks that scale across multiple programs

* Develop reusable templates, checklists, and process documentation that scale across multiple programs

* Own central source of truth systems for timelines, milestones, dependencies, risks, and status tracking

* Create and maintain launch readiness assessment frameworks in close partnership with the Launch Office leader and program manager

* Define decision rights, escalation paths, and approval workflows in partnership with the Launch Office leader

* Build weekly operating rhythm models adaptable across different launches

* Define handoff protocols between pre-launch, launch day, and post-launch phases

Cross-Functional Program Coordination (50%)

* Orchestrate execution with the Launch Office across 15+ concurrent work streams (Product and Solutions Marketing, Brand, Digital, Creative/Brand, Global Communications, Customer Marketing, Sales Enablement, Field Marketing, Partner Marketing, Strategic Events, Demand Generation and Analytics), ensuring all workstream activity ladders up to PSM's end-to-end launch strategy

* Facilitate cross-workstream dependency management and alignment

* Coordinate review and approval cycles for deliverables requiring multi-team input

* Partner with workstream leads to develop execution plans aligned to overall program strategy

* Ensure brand standards and messaging consistency across all program outputs

* Support workstream charter development and R&R clarity

* Surface blockers, dependencies, and decisions requiring Launch Office leadership resolution

* Partner with the Launch Office leader to develop and deliver executive-ready milestone reports, status dashboards, and launch scorecards that provide clear visibility into program health for the Marketing Leadership Team (MLT) and CPO

* Prepare weekly progress updates synthesizing status across all work streams, translating operational detail into strategic insights for senior leadership

Launch Playbook & Process Innovation (20%)

* Advance standardized launch and release playbooks based on program learnings

* Document best practices, structured execution models,…