Senior Manager, PMO Excellence and Launch Operations

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
Role Overview
You thrive where structure meets speed. You can orchestrate 15 workstreams before lunch, spot a dependency risk before it becomes a fire, and still find time to build a smarter workflow using AI. If that sounds like your ideal Tuesday, keep reading.
The Senior Manager, PMO Excellence and Launch Operations, partners with the Launch Office leadership team to establish launch-focused workflows and deliver seamless execution across ServiceNow's product launches and other ad hoc global marketing programs. This role brings deep PMO expertise to create structured execution models while orchestrating day-to-day coordination across 15+ concurrent workstreams - the kind of calm, precise execution that looks effortless from the outside and is anything but.
This is a high-impact, high-visibility role reporting to the Chief of Staff and Head of Strategy and Operations for Product and Solutions Marketing (PSM), working directly with the SVP of PSM and PSM Leadership stakeholders, managing multi-million dollar program budgets, and enabling ServiceNow's most strategic market moments. If you're passionate about process, energized by building, and ready to bring your AI-native thinking to one of the most dynamic marketing organizations in enterprise tech - this is your moment.
Key Responsibilities
Program Infrastructure & Operating Model (30%)

• Design and implement standardized launch operating models and execution frameworks that scale across multiple programs
• Develop reusable templates, checklists, and process documentation that scale across multiple programs
• Own central source of truth systems for timelines, milestones, dependencies, risks, and status tracking
• Create and maintain launch readiness assessment frameworks in close partnership with the Launch Office leader and program manager
• Define decision rights, escalation paths, and approval workflows in partnership with the Launch Office leader
• Build weekly operating rhythm models adaptable across different launches
• Define handoff protocols between pre-launch, launch day, and post-launch phases

Cross-Functional Program Coordination (50%)

• Orchestrate execution with the Launch Office across 15+ concurrent workstreams (Product and Solutions Marketing, Brand, Digital, Creative/Brand, Global Communications, Customer Marketing, Sales Enablement, Field Marketing, Partner Marketing, Strategic Events, Demand Generation and Analytics), ensuring all workstream activity ladders up to PSM's end-to-end launch strategy
• Facilitate cross-workstream dependency management and alignment
• Coordinate review and approval cycles for deliverables requiring multi-team input
• Partner with workstream leads to develop execution plans aligned to overall program strategy
• Ensure brand standards and messaging consistency across all program outputs
• Support workstream charter development and R&R clarity
• Surface blockers, dependencies, and decisions requiring Launch Office leadership resolution
• Partner with the Launch Office leader to develop and deliver executive-ready milestone reports, status dashboards, and launch scorecards that provide clear visibility into program health for the Marketing Leadership Team (MLT) and CPO
• Prepare weekly progress updates synthesizing status across all workstreams, translating operational detail into strategic insights for senior leadership

Launch Playbook & Process Innovation (20%)

• Advance standardized launch and release playbooks based on program learnings
• Document best practices, structured execution models, and operational models for reuse
• Identify opportunities to leverage AI for process automation, efficiency gains, and workflow optimization
• Build continuous improvement mechanisms to refine launch capabilities over time
• Partner with Launch Office leadership to evolve program maturity and operational excellence
• Benchmark against industry best practices and introduce relevant innovations

Qualifications
Experience

• 10-12 years marketing program management experience in B2B enterprise technology companies
• Proven PMO experience building or establishing program management office infrastructure - creating structured execution models, standardizing workflows, and designing operating models in large matrix organizations
• Product launch expertise managing Tier 1 product launches end-to-end with multiple concurrent workstreams in complex environments
• Flagship event management coordinating large-scale marketing events, broadcasts, or major customer experiences with cross-functional teams
• Large investment oversight managing marketing program budgets ($500K-$5M+) with financial tracking and accountability

Core Competencies

• Operational framework design - Creates structures that bring clarity to complexity; designs workflows, templates, and operating models that scale across programs
• Program orchestration mastery - Coordinates 15+ concurrent workstreams with complex dependencies, competing priorities, and tight timelines requiring influence without authority
• Matrix organization expertise - Thrives in environments requiring seamless collaboration across Marketing, Product, Sales, Communications, Field teams at all levels
• Executive communication - Creates scannable, high-impact materials suitable for CMO and Marketing Leadership Team; distills operational complexity into strategic insights
• Strong project management fundamentals - Rigorous timeline management, dependency tracking, risk mitigation, and deadline discipline
• Stakeholder management excellence - Builds trust quickly, facilitates alignment, resolves conflicts diplomatically, maintains relationships under pressure

Differentiating Attributes

• Passion for process - Genuinely energized by establishing workflows and creating operational excellence; sees structure as an enabler, not a barrier
• AI-native mindset - Demonstrates practical examples of using AI to automate workflows, scale program management activities, or improve efficiency; brings ideas for AI process development
• Self-sufficient and high agency - Requires minimal direction; proactively identifies needs, designs solutions, drives to closure without hand-holding
• Builder mentality - Energized by creating structure from scratch, establishing new operating models, and bringing clarity to ambiguity
• Detail-oriented with strategic context - Balances rigorous execution tracking with understanding of how program success connects to business outcomes
• Relentless follow-through - Treats program success as personal mission; maintains momentum across long execution cycles, follows through on commitments, escalates when blocked

Technical Skills

• Expert in Microsoft Loop, PowerPoint, Excel for collaborative documentation and executive presentations
• Strong project management tool proficiency (Workfront, Asana, Monday.com, Wrike, Smartsheet, or similar)
• Experience building AI workflows in a program management office environment
• Experience with budget tracking and financial management
• Comfortable creating process diagrams, workflow visualizations, and executive dashboards
• Ability to quickly learn ServiceNow internal systems and tools

What Success Looks Like
First 30 Days

• Rapidly onboard to current launch programs in flight, understanding workstreams, timelines, and stakeholder landscape
• Establish relationships with launch workstream leads and key cross-functional partners
• Assess current execution gaps and identify quick-win process improvements

First 90 Days

• Own day-to-day coordination for active launch programs with minimal oversight
• Implement initial launch operating model (status tracking, review cycles, weekly operating rhythm)
• Partner with the Launch Office leader to deliver executive status reporting that provides clear visibility into program health
• Identify opportunities for AI-enabled workflow automation

First 6 Months

• Establish standardized launch execution frameworks adopted across multiple programs
• Build reusable templates and process documentation that scale across team
• Partner with Launch Office leadership to advance launch playbook maturity
• Demonstrate measurable improvements in launch execution quality, timeline discipline, or stakeholder satisfaction

FD21
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.
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 qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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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