Program Manager, Expert Services & Impact Interface
About The Position
The Customer Excellence Group - Strategy & Product - Catalyst Center of Excellence will be responsible for partnering with the Platform and Product Business Unit Product Management and Engineering organizations to deliver a transformational AIâfirst implementation and adoption experience for ServiceNow's customers. You are being hired to work on one of the most exciting initiatives at one of the fastest-growing Enterprise AI companies in the industry. As a Program Manager, Expert Services & Impact Interface, you will drive the strategy, execution, and scaling of autonomous implementation efforts through ServiceNow's partner ecosystem. You will collaborate with Expert Services, Impact, & Impact Strategic Operations to accelerate adoption of AI-first, autonomous solutions for ServiceNow customers. Your North Star: dramatically compress timeâtoâfirst-meaningfulâuse, accelerate adoption, and deliver a consistently excellent, AIâenabled implementation journey that reduces deployment friction and improves renewal outcomes.
Requirements
- 5+ years managing partner programs or ecosystems in enterprise software, with a track record of scaling through SIs/GSIs or strategic alliances.
- Experience operationalizing partner capabilities for innovative or emerging technology offers, with clear incentives and outcome-based inspection.
- Strong commercial acumen (co-sell, co-deliver, partner economics) and program execution across global stakeholders.
- Familiarity with AI-first/agentic implementation initiatives; understanding of LLM/GenAI fundamentals and enterprise integration approaches preferred.
- Proven cross-functional leadership and excellent executive communication skills.
- Experience in instituting governance (readiness gates, Responsible-AI, SDLC guardrails) and supporting CoE review mechanisms.
- Ability to travel up to 50% annually.
Nice To Haves
- Enterprise Implementation experience is preferred.
- Prior ServiceNow partner ecosystem experience preferred.
Responsibilities
- Enablement Pathways: Curate and deliver enablement curricula, assets, and certification programs for autonomous setup and deployment.
- Build a partner enablement path for AI (agentic, predictive) implementations: curate curricula and assets; define certification & badging for autonomous setup and deployment; align incentives to capability growth and outcomes.
- Unified Playbooks: Partner with internal teams (Expert Services, Impact) to develop and maintain playbooks and packaged offerings that de-risk scale and ensure consistency.
Benefits
- For positions in this location, we offer a base pay of $162,600 - $284,600, plus equity (when applicable), variable/incentive compensation and benefits.
- Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Professional, Scientific, and Technical Services
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
