Senior Manager, Project​/Program; Info Systems) 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.

What you get to do in this role:

• Lead a team of innovative and like-minded individuals that have a passion for digital transformation and improving the way people work
• Help guide a well-trained team of individuals based on today’s best business practices of mentorship with an emphasis on professional and personal development
• Contribute to the development of our Now On Now  digital transformation strategy to build world-class customer experience solutions
• Execute the key activities required to deliver ‘Customer 0 and 1’ digital transformation experiences
• Build effective working relationships with highly motivated and innovative members of teams across Service Now
• Collaborate daily to share ideas, solicit input, and engage as a high-performing team that enables all team member to be successful
• Develop cost-benefit analysis models to prioritize resourcing and digital transformation investments
• Communicate strategic recommendations in oral and written format to executive leadership and throughout Service Now
• Conduct data-based analysis to enable all decision making on strategic and operational problems
• Conduct all Project Management activities, including resource estimates, planning, designing, and implementation of business and IT efforts
• Develop insights to drive effective, high-quality decisions making and decisive actions
• Engage daily with Product, Engineering, Design and IT teams to solve digital transformation challenges across industries and verticals
• Own and execute projects against clear project plans with well-defined milestones and business impact objectives

To be successful in this role, the ideal candidate has:

• 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.
• 10+ years of experience as a digital transformation change agent and customer experience expert
• Passion for technology and innovation to improve the way people work using our products and the possibilities that come from building world-class customer experiences
• Proven track record leading a highly motivated and skilled team of professionals with verifiable business outcomes
• Must enjoy working in a highly collaborative environment across multiple geographies
• Experience designing optimized customer experiences in either CSM, CRM, or HCM
• Dedicated to executing based on the Agile and Scrum software methodologies
• High energy, self-starter with an aptitude for learning new technologies and ability to promote transformational change
• Comfortable presenting solutions to large audiences and senior executives in person, virtual, and via webinars
• Leads from the front with a willingness to take on tasks that sometimes would fall outside of their scope in order to get the job done
• The ability to generate ideas for how our…