Sr Staff Project/Program Manager - Platform & AI

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
About Digital Technology
We're not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.
Ultimately, we strive to make the world work better for our employees and customers-when you work in ServiceNow Digital Technology, you work for them.
The Role:
We are looking for a Senior Staff PMO to lead complex, cross-functional programs that accelerate ServiceNow's digital transformation and drive measurable business outcomes. This role partners closely with DT Product and Engineering teams as well as Platform Engineering to translate strategy into execution, improve operational rigor, and deliver programs that scale.
The ideal candidate is a strategic problem solver, strong communicator, and disciplined program operator with experience delivering large multi-team initiatives in fast-paced environments.
What you get to do in this role:

• Drive portfolio management, including demand intake, prioritization, capacity planning, dependency mapping, and investment alignment.
• Lead a team of high-performing program managers who drive digital transformation, operational excellence, and improved ways of working across ServiceNow.
• Mentor and guide a diverse team using modern coaching and inclusion practices, with a strong focus on clarity, accountability, and professional growth.
• Shape and advance our Now on Now digital transformation strategy by delivering world-class enterprise experiences and measurable business outcomes.
• Deliver "Customer 0" programs that demonstrate best-in-class use of the ServiceNow Platform across DT and business portfolios, serving as the proving ground for platform capabilities.
• Build strong, collaborative partnerships with Platform and Product Engineering and their respective PMOs, UX, Architecture, and other DT teams.
• Collaborate daily to share insights, align priorities, and operate as a unified, high-performing team.
• Create resource models and cost-benefit analyses to guide portfolio and program decisions.
• Communicate program strategy, risks, status, and recommendations clearly to executive leadership.
• Use SPM, analytics, and AI-driven insights to improve visibility, forecasting, and decision-making.
• Lead core PMO processes: planning, scoping, roadmap integration, change control, risk/issue management, release readiness, and cross-functional execution.
• Deliver programs end-to-end with clear milestones, outcomes, and measurable business impact.
• Leverage AI, automation, and advanced analytics to improve governance rigor and reduce operational friction.

Qualifications
To be successful in this role you have:

• 12+ years leading digital transformation, enterprise programs, PMO functions, or cross-functional delivery.
• Strong portfolio management experience, including prioritization models, investment analysis, and capacity management in platform and product engineering contexts.
• Experience leveraging AI, predictive insights, or automation in program governance, reporting, or workflow optimization.
• Proven ability to build, mentor, and scale high-performing teams with strong execution discipline.
• Strong understanding of Agile, Scrum, and hybrid delivery methodologies.
• Excellent written and verbal communication skills with strong executive presence.
• Ability to simplify complex topics and drive alignment across global teams.
• Technically savvy with a solid understanding of workflow design, integrations, and data flows.
• Strong risk, release, and dependency management capabilities.
• High-energy, self-starter mindset with strong adaptability in dynamic environments.
• Ability to quickly learn new tools, systems, and processes-especially the ServiceNow Platform.
• Prior experience with the ServiceNow Platform or SPM is a major plus.
• Background in ServiceNow AI platform capabilities and workflows is heavily preferred.

JV20
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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