Senior Manager, Project/Program (Info Systems) Management

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

What you get to do in this role:

• Lead a team of innovative and like-minded individuals that have a passion for digital transformation and improving the way people work
• Help guide a well-trained team of individuals based on today’s best business practices of mentorship with an emphasis on professional and personal development
• Contribute to the development of our NowOnNow digital transformation strategy to build world-class customer experience solutions
• Execute the key activities required to deliver ‘Customer 0 and 1’ digital transformation experiences
• Build effective working relationships with highly motivated and innovative members of teams across ServiceNow
• Collaborate daily to share ideas, solicit input, and engage as a high-performing team that enables all team member to be successful
• Develop cost-benefit analysis models to prioritize resourcing and digital transformation investments
• Communicate strategic recommendations in oral and written format to executive leadership and throughout ServiceNow
• Conduct data-based analysis to enable all decision making on strategic and operational problems
• Conduct all Project Management activities, including resource estimates, planning, designing, and implementation of business and IT efforts
• Develop insights to drive effective, high-quality decisions making and decisive actions
• Engage daily with Product, Engineering, Design and IT teams to solve digital transformation challenges across industries and verticals
• Own and execute projects against clear project plans with well-defined milestones and business impact objectives 

To be successful in this role, the ideal candidate has:

• 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.
• 10+ years of experience as a digital transformation change agent and customer experience expert
• Passion for technology and innovation to improve the way people work using our products and the possibilities that come from building world-class customer experiences
• Proven track record leading a highly motivated and skilled team of professionals with verifiable business outcomes
• Must enjoy working in a highly collaborative environment across multiple geographies
• Experience designing optimized customer experiences in either CSM, CRM, or HCM
• Dedicated to executing based on the Agile and Scrum software methodologies
• High energy, self-starter with an aptitude for learning new technologies and ability to promote transformational change
• Comfortable presenting solutions to large audiences and senior executives in person, virtual, and via webinars
• Leads from the front with a willingness to take on tasks that sometimes would fall outside of their scope in order to get the job done
• The ability to generate ideas for how our digital experiences can make our customers more successful 
• Must be technically savvy and able to design and build applications that meet business goals and objectives 
• Must be a self-starter and keen to explore new solutions with limited guidance or supervision
• Must be someone who is intellectually curious and excited about working with customers and gets gratification from building useful IT applications and solutions
• Strong release management and QA management experience
• Excels in mitigating program delivery risks and strive to share accurate and timely program status to everyone
• Stimulates and relish change, adapt quickly, and see change as an opportunity while embracing diversity and new ideas
• Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement.
• Ability to learn quickly and pick up tools, systems, and processes in a short amount of time.
• Prior history working with the ServiceNow platform a major plus

For positions in this location, we offer a base pay of $165,500 - $289,600, 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.

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 qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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