Program Director

The Program Director is a senior delivery leader operating as an individual contributor, accountable for orchestrating and enabling the successful execution of large-scale, complex programs—often spanning multiple projects, geographies, and business units. This role is responsible for strategic leadership, program governance, stakeholder engagement, and ensuring the delivery of transformative business outcomes through the Service Now platform. While the primary focus is on strategic oversight and leadership, the Program Director is expected to demonstrate the capability and willingness to engage hands‑on when needed—rolling up their sleeves to drive progress, solve problems, and ensure success.

• Set strategic direction for a select group of complex programs, ensuring alignment with business goals and customer value.
• Oversee and enable Program Managers and Project Managers, ensuring consistent delivery in accordance with established standards and Service Now best practices.
• Ensure robust processes and forums are in place to effectively manage and control risk, change, resources, and financials.
• Build and maintain strong relationships with executives, partners, and customers; provide executive‑level updates and act as a trusted advisor, guiding the customer on actions required for success.
• Foster a high‑performance, collaborative team culture by critically assessing the skills required to achieve a successful outcome.
• Ensure alignment and collaborate with Customer Success to deliver measurable business outcomes and maximize value realization for customers.
• Collaborate with Customer Success to establish comprehensive Program Governance (Strategic, Portfolio, Technical, Program, and Project).
• Support pre‑sales by shaping solutions, contributing to proposals, assessing delivery risks and leading the efforts around program structure and governance for large opportunities.
• Champion the adoption of AI‑driven delivery methodologies to accelerate implementations.
• We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third‑party service.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving. This may include using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI's potential impact on the function or industry.
• 15+ years of progressive experience in professional services, program management, or equivalent roles within large, complex consulting organizations.
• Extensive experience with SaaS platforms and organizations, especially Service Now, including relevant product trainings.
• Ability to articulate a compelling Platform Story and the business challenges Service Now can address, familiarity with Service Now product configuration is a plus.
• Demonstrated success in providing oversight for multi‑million‑dollar, multi‑project programs for strategic accounts.
• Demonstrated expertise in enabling customers to adopt and integrate AI and automation solutions, as well as utilizing these technologies to optimize internal program delivery processes and inform strategic decision‑making.
• Extensive experience in supporting customers through business transformations (OCM) and guiding them through high‑level organizational change elements while driving technical transformation.
• Strong financial acumen, with experience in program budgeting, forecasting, and value realization.
• Excellent communication, negotiation, and executive stakeholder management skills.
• Project Management certification (PMI – PgMP, MSP or equivalent) and Agile/Scrum/SAFe experience is a plus.
• Ability to travel as required (up to 50%).
• 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.