ProjectProgram Manager Platform AI

Job Description

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate Service Now’s journey to become the defining enterprise software company of the 21st century.

And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in Service Now Digital Technology, you work for them.

We are looking for a Staff PMO to lead complex, cross-functional programs that accelerate Service Now's digital transformation and drive measurable business outcomes. This role partners closely with DT Product and Engineering teams as well as Platform Engineering to translate strategy into execution, improve operational rigor, and deliver programs that scale.

The ideal candidate is a strategic problem solver, strong communicator, and disciplined program operator with experience delivering large multi-team initiatives in fast-paced environments.

What you get to do in this role:

• Drive portfolio management, including demand intake, prioritization, capacity planning, dependency mapping, and investment alignment.
• Work alongside a team of high-performing program managers who drive digital transformation, operational excellence, and improved ways of working across Service Now.
• Shape and advance our Now on Now digital transformation strategy by delivering world-class enterprise experiences and measurable business outcomes.
• Deliver "Customer 0" programs that demonstrate best-in-class use of the Service Now Platform across DT and business portfolios, serving as the proving ground for platform capabilities.
• Build strong, collaborative partnerships with Platform and Product Engineering and their respective PMOs, UX, Architecture, and other DT teams.
• Collaborate daily to share insights, align priorities, and operate as a unified, high-performing team.
• Create resource models and cost-benefit analyses to guide portfolio and program decisions.
• Communicate program strategy, risks, status, and recommendations clearly to executive leadership.
• Use SPM, analytics, and AI-driven insights to improve visibility, forecasting, and decision-making.
• Lead core PMO processes: planning, scoping, roadmap integration, change control, risk/issue management, release readiness, and cross-functional execution.
• Deliver programs end-to-end with clear milestones, outcomes, and measurable business impact.
• Leverage AI, automation, and advanced analytics to improve governance rigor and reduce operational friction.

To be successful in this role you have:

• 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.
• 8+ years leading digital transformation, enterprise programs, PMO functions, or cross-functional delivery.
• Strong portfolio management experience, including prioritization models, investment analysis, and capacity management in platform and product engineering contexts.
• Experience leveraging AI, predictive insights, or automation in program governance, reporting, or workflow optimization.
• Proven ability to build, mentor, and scale high-performing teams with strong execution discipline.
• Strong understanding of Agile, Scrum, and hybrid delivery methodologies.
• Excellent written and verbal communication skills with strong executive presence.
• Ability to simplify complex topics and drive alignment across global teams.
• Technically savvy with a solid understanding of workflow design, integrations, and data flows.
• Strong risk, release, and dependency management capabilities.
• High-energy, self-starter mindset with strong adaptability in dynamic environments.
• Ability to quickly learn new tools, systems, and…