Program Manager
Job Description
As a Program Manager at ServiceNow, you will lead complex ServiceNow implementation programmes that help customers accelerate business outcomes, realise value faster, and support their broader business transformation initiatives. ServiceNow 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 ServiceNow’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 ServiceNow engagements, ensuring alignment to customer objectives while driving governance, execution quality, platform adoption, and measurable business value. Using ServiceNow’s implementation methodology, Now Create, alongside ServiceNow AI-enabled platform capabilities and delivery tooling, you will guide customers through complex ServiceNow implementation programmes while fostering collaboration, proactive decision-making, innovation, and continuous improvement.
What You Will Do
Lead large, complex ServiceNow implementation programmes from initiation through successful delivery and value realisation
Provide overall programme leadership, direction, and accountability across customer, partner, and ServiceNow 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 ServiceNow implementation best practices, Now Create methodology, and ServiceNow 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 improvement and leverage AI-native tools, platform capabilities, automation, and data-driven insights to enhance delivery effectiveness, operational efficiency, innovation, and customer outcomes
As a Program Manager at ServiceNow, you will lead complex ServiceNow implementation programmes that help customers accelerate business outcomes, realise value faster, and support their broader business transformation initiatives. ServiceNow 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 ServiceNow’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 ServiceNow engagements, ensuring alignment to customer objectives while driving governance, execution quality, platform adoption, and measurable business value. Using ServiceNow’s implementation methodology, Now Create, alongside ServiceNow AI-enabled platform capabilities and delivery tooling, you will guide customers through complex ServiceNow implementation programmes while fostering collaboration, proactive decision-making, innovation, and continuous improvement.
What You Will Do
Lead large, complex ServiceNow implementation programmes from initiation through successful delivery and value realisation
Provide overall programme leadership, direction, and accountability across customer, partner, and ServiceNow 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 ServiceNow implementation best practices, Now Create methodology, and ServiceNow 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 improvement and leverage AI-native tools, platform capabilities, automation, and data-driven insights to enhance delivery effectiveness, operational efficiency, innovation, and customer outcomes
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