Director, IT Program/Project Management

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 — ServiceNow 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

Company  

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do. People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.  

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

Digital Technology:

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 ServiceNow’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 ServiceNow Digital Technology, you work for them. 

Come join the Digital Technology IT PMO team and work with a talented group of Program Managers and Scrum Masters leading ServiceNow transformation programs. This team is responsible for driving, through best-in-class program management, enterprise initiatives that enable ServiceNow Sales, Marketing, Services and Channel businesses with advanced technology and analytics. As a member of the DT PMO team, you will be instrumental in delivering some of the most innovative and cutting-edge technologies, products to market. We are truly a team, supporting each other and celebrating our successes!  

This position reports to the Senior Director PMO - Portfolio Management

What you get to do in this role:  

• Drive Strategic Programs: Drive complex, mission-critical programs from concept through implementation, aligning with business objectives, OKRs, and value realization.
• Executive Collaboration & Communication: Partner with cross-functional leaders across business, product, and technology. Deliver crisp, actionable updates and facilitate decision-making at the executive level.
• Agile & Scaled Agile Execution: Apply SAFe/Agile standards across multiple teams including product, design, and engineering. Coach teams on Agile best practices and foster a culture of continuous improvement.
• Operational Excellence: Define and implement governance and operating models, manage risks and dependencies, ensure delivery quality, and promote best practices and documentation standards.
• Data-Dedicated Leadership: Create dashboards, analyze trends, and generate actionable insights. Leverage tools and AI to enhance reporting, planning, and workflow optimization.
• ServiceNow & Digital Enablement: Collaborate with product leaders to convert vision into roadmaps powered by ServiceNow. Guide teams on backlog management, tooling, and digital experience improvement.
   

Qualifications

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.
• 15+ years in Program/Portfolio Management within enterprise software, leading large-scale, high-impact initiatives.
• Extensive experience in digital customer experience, digital learning, and platform-based transformation programs.
• Proven success leading in complex, matrixed environments and influencing across all organizational levels.
• Deep expertise in Agile, Kanban, Scrum, SAFe, and hybrid methodologies, with ability to establi