Manager, Flagship Event Content Management

ServiceNow•Boston, MA

1d•Hybrid

About The Position

This role is responsible for owning content planning and delivery for ServiceNow's flagship events, including the AI Summit series and Knowledge. The position ensures content is aligned with the platform narrative, appropriate for the audience, and consistent across regions and formats. It establishes content standards, ensuring sessions connect to the broader platform story and deliver a cohesive experience. While subject matter expertise resides with Product and Solutions Marketing content leads, this role synthesizes their work into a unified program. Additionally, it leads high-visibility special projects to shape team operations. The role sits within Product and Solutions Marketing and collaborates closely with Strategic Events, Field Marketing, Brand, Communications, and other cross-functional teams in a highly matrixed environment. Success depends on influencing stakeholders, driving alignment, and maintaining quality standards without direct authority. This is an individual contributor role reporting to the Director, Flagship Programs. Flagship events are critical for customers, prospects, partners, analysts, and employees to experience the platform firsthand. This role acts as the steward of that experience, ensuring content across Knowledge, AI Summits, and future flagship programs tells a connected story. By integrating narrative strategy, content governance, and operational rigor, this role significantly influences market understanding of ServiceNow's platform, innovations, and vision at scale.

Requirements

Editorial judgment. Evaluates content against audience, narrative, and business priorities, not just completion status. Can provide constructive feedback and influence content quality across stakeholders.
Content governance mindset. Balances stakeholder needs with the responsibility to maintain narrative consistency, quality standards, and audience relevance.
AI proficiency. Uses AI tools to accelerate planning, analysis, content development, and operational execution.
Comfort with ambiguity. Creates clarity, structure, and progress where there are unknowns.
Raises the bar. Continuously improves programs, processes, and outputs rather than simply managing them.
Influence without authority. Builds trust, alignment, and drives positive outcomes across senior stakeholders in a matrixed environment.
Systems Thinking. Connects content, programs, stakeholders, and business priorities into a cohesive experience. Anticipates downstream impacts and identifies opportunities to improve consistency, scale, and effectiveness across flagship programs.
Builder Mentality. Creates scalable frameworks that reduce chaos and increase quality. Enjoys bringing structure to ambiguity and establishing repeatable ways of working that improve with every event.

Responsibilities

Own the end-to-end content strategy and portfolio for AI Summits, Knowledge, and flagship event experiences, ensuring content priorities support business objectives, audience needs, and event outcomes.
Manage the governed Product and Solutions event content catalog, including versioning, refresh cycles, approvals, and distribution for field marketing and regional stakeholders.
Partner with regional stakeholders to ensure content meets local market needs without fragmenting the global story.
Drive speaker planning, identification, enablement, and content readiness activities in partnership with Product & Solutions Marketing, event teams, and executive stakeholders.
Maintain a consolidated view of content readiness and proactively surface risks before they impact delivery.
Maintain a holistic view of flagship event content across products, solutions, industries, and executive priorities to ensure a balanced, connected customer experience.
Connect event content planning to broader product launches, marketing campaigns, and corporate narrative priorities, ensuring flagship programs reinforce ServiceNow's strategic business objectives.
Advocate for audience relevance and customer value, ensuring content experiences are tailored to target audiences while maintaining narrative consistency.
Identify content gaps, overlap, and fragmentation across portfolios and recommend solutions that improve audience understanding and business impact.
Establish content governance standards and decision frameworks that balance stakeholder needs with narrative consistency, quality standards, and audience relevance.
Partner with senior Product and Solutions Marketing leaders, executives, and content stakeholders to align event content priorities with strategic business objectives and executive communications needs.
Own strategy, messaging, and content delivery for expo demos, demo headers, signage, and story pods (not demo development, technical implementation, or vendor management).
Partner with product and solution leads and expo program owners to ensure consistent storytelling across experiences and zones.
Run retrospectives, surveys, and feedback programs across major events and translate findings into actionable improvements.
Develop frameworks, dashboards, reporting, and planning tools that improve decision-making and program execution.
Establish operating rhythms, decision frameworks, status reporting, and governance mechanisms that reduce fragmentation and rework.
Produce executive-ready updates, recommendations, and decision-support materials.
Leverage AI to accelerate content planning, readiness reviews, audience analysis, executive reporting, and post-event insights.
Identify opportunities to modernize content operations through AI-enabled workflows, automation, and scalable governance frameworks that reduce manual effort and improve content quality.
Lead high-visibility, cross-functional initiatives assigned by the Sr. Director, including governance programs, new event formats, executive deliverables, and operational improvements.
Create structure, alignment, and momentum working with ambiguity and under compressed timelines.