Program Director

ServiceNow ServiceNow · Enterprise · Staines, United Kingdom · Customer Outcomes

ServiceNow is seeking a Program Director to lead large-scale, complex programs, often spanning multiple projects, geographies, and business units. The role focuses on strategic leadership, program governance, and stakeholder engagement to deliver transformative business outcomes through the ServiceNow platform. The Program Director will champion the adoption of AI-driven delivery methodologies and leverage AI to optimize internal program delivery processes and inform strategic decision-making. This is a senior individual contributor role requiring extensive experience in program management, SaaS platforms, and guiding customers through business and technical transformations, with a strong emphasis on integrating AI into work processes and decision-making.

What you'd actually do

  1. Set strategic direction for a select group of complex programs, ensuring alignment with business goals and customer value.
  2. Oversee and enable Program Managers and Project Managers, ensuring consistent delivery in accordance with established standards and ServiceNow best practices.
  3. Ensure robust processes and forums are in place to effectively manage and control risk, change, resources, and financials.
  4. Build and maintain strong relationships with executives, partners, and customers; provide executive-level updates and act as a trusted advisor, guiding the customer on actions required for success
  5. Foster a high-performance, collaborative team culture by critically assessing the skills required to achieve a successful outcome.

Skills

Required

  • 15+ years of progressive experience in professional services, program management, or equivalent roles within large, complex consulting organizations.
  • Extensive experience with SaaS platforms and organizations, especially ServiceNow, including relevant product trainings
  • Ability to articulate a compelling Platform Story and the business challenges ServiceNow can address, familiarity with ServiceNow product configuration is a plus.
  • Demonstrated success in providing oversight for multi-million-dollar, multi-project programs for strategic accounts.
  • Extensive experience in supporting customers through business transformations (OCM) and guiding them through high-level organizational change elements while driving technical transformation.
  • Strong financial acumen, with experience in program budgeting, forecasting, and value realization.
  • Excellent communication, negotiation, and executive stakeholder management skills.

Nice to have

  • Project Management certification (PMI – PgMP (Program Management Professional), MSP (Managing Successful Programs), or equivalent) and Agile/Scrum/SAFe experience is a plus.

What the JD emphasized

  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
  • Demonstrated expertise in enabling customers to adopt and integrate AI and automation solutions, as well as utilizing these technologies to optimize internal program delivery processes and inform strategic decision-making.