Technical CoE AI Program Manager

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

What you get to do in this role:  

The Customer Excellence Group - Strategy & Product - Catalyst Center of Excellence will be responsible for partnering with the Platform and Product Business Unit Product Management and Engineering organizations to deliver a transformational AI‑first implementation and adoption experience for ServiceNow’s customers. You are being hired to work on one of the most exciting initiatives at one of the fastest-growing Enterprise AI companies in the industry. The Technical CoE AI Program Manager (TPM) drives execution of complex, cross-functional programs that enable autonomous, AI Agent-first implementations at enterprise scale. This role ensures delivery excellence by orchestrating CoE execution, planning, governance, and risk management across engineering, platform, and product BUs, as well as customer delivery teams & external partners (GSI, LLM). The TPM establishes operating rhythms, manages dependencies, and provides decision clarity to accelerate the adoption of autonomous solutions while maintaining operating governance, compliance and executive alignment. Your North Star: drive CoE operations to dramatically compress time‑to‑first‑meaningful-use, accelerate adoption, and deliver a consistently excellent, AI‑enabled implementation journey that reduces deployment friction and improves customer experience & renewal outcomes.

• Develop and maintain integrated program plans, milestones, and success metrics.
• Run governance cadences (stand-ups, status reviews, steering committees) and publish clear updates.
• Maintain RAID logs and proactively manage risks, issues, and dependencies.
• Define and enforce RACI and decision-making frameworks for complex initiatives.
• Partner with engineering and AI platform teams to resolve technical blockers and align on architecture decisions.
• Coordinate with Customer Delivery and Field teams to ensure readiness and adoption.
• Track KPIs (adoption, quality, time-to-value) and prepare reports of progress for leadership.
• Prepare executive briefings and facilitate decision forums.
• Drive continuous improvement of program management practices and templates.
• Stay up-to-date with AI industry trends and emerging technologies in the field of GenAI and Agents, and apply this knowledge to continuously improve and evolve ServiceNow’s implementation & adoption offerings.

Qualifications

To be successful in this role you should have: 

• 10+ years running CoE’s, large programs; expertise in agile at scale.
• TPM/Program experience with the ServiceNow platform/AI/automation is preferred, but not a must have.
• A master connector and action-driver, this CoE Program Manager excels at cross-organizational collaboration, tracking issues to resolution, and communicating with clarity and political savvy to turn strategy into execution.
• A detail-driven organizer who keeps complex workstreams aligned and content impeccably structured, ensuring nothing slips through the cracks.
• Exceptional communication skills, PMO tooling mastery, and stakeholder management.
• AI literacy, including familiarity with autonomous agent frameworks and orchestration patterns, will be nice to have.
• Experience with enterprise-scale programs at large complex orgs.
• Strong governance and risk management expertise.
• Ability to work across different geographies & time zones.
• Ability to influence across engineering, product, and field delivery teams in a global environment.
• Proficiency with program management tools and metrics (OKRs, dashboards, dependency mapping).
• Must be able to travel up to 50% annually.

For positions in this location, we offer a base pay of $189,100 - $331,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible