Program Manager, Expert Services & Impact Interface

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. As a Program Manager, Expert Services & Impact Interface, you will drive the strategy, execution, and scaling of autonomous implementation efforts through ServiceNow’s partner ecosystem. You will collaborate with Expert Services, Impact, & Impact Strategic Operations to accelerate adoption of AI-first, autonomous solutions for ServiceNow customers. Your North Star: dramatically compress time‑to‑first-meaningful‑use, accelerate adoption, and deliver a consistently excellent, AI‑enabled implementation journey that reduces deployment friction and improves renewal outcomes.

Responsibilities: 

• Enablement Pathways: Curate and deliver enablement curricula, assets, and certification programs for autonomous setup and deployment.
• Build a partner enablement path for AI (agentic, predictive) implementations: curate curricula and assets; define certification & badging for autonomous setup and deployment; align incentives to capability growth and outcomes.
• Unified Playbooks: Partner with internal teams (Expert Services, Impact) to develop and maintain playbooks and packaged offerings that de-risk scale and ensure consistency.

Qualifications

To be successful in this role you have:

• 5+ years managing partner programs or ecosystems in enterprise software, with a track record of scaling through SIs/GSIs or strategic alliances.
• Experience operationalizing partner capabilities for innovative or emerging technology offers, with clear incentives and outcome-based inspection.
• Strong commercial acumen (co-sell, co-deliver, partner economics) and program execution across global stakeholders.
• Familiarity with AI-first/agentic implementation initiatives; understanding of LLM/GenAI fundamentals and enterprise integration approaches preferred.
• Enterprise Implementation experience is preferred.
• Proven cross-functional leadership and excellent executive communication skills.
• Experience in instituting governance (readiness gates, Responsible-AI, SDLC guardrails) and supporting CoE review mechanisms.
• Prior ServiceNow partner ecosystem experience preferred.
• Ability to travel up to 50% annually.

For positions in this location, we offer a base pay of $162,600 - $284,600, 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 spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All