Senior Director, Strategic Program Management

ServiceNow•Santa Clara, CA

20h

About The Position

ServiceNow’s APEX (AI, Product, Engineering, and Experience) org is the largest organization in the company, comprised of all Products and Platform teams, along with our world class Design teams. We are leveraging the unlimited potential of our platform across every industry, geography, solutions, and personas to consistently deliver product and platform experiences our customers love. We are seeking a Sr. Director, Technical Program Management to join our APEX Strategic Programs organization. In this role, you will lead a team delivering Strategic Innovations for the Product and Technology organization, together with other strategic business programs that are focused on ensuring we deliver on ServiceNow’s most critical priorities. The successful candidate will operate as an AI-native leader, using AI tools to accelerate program delivery, synthesize intelligence across workstreams and model the ways of working we expect to scale across APEX. In addition, the candidate is a self-starter with extensive competence and experience in the technical Program Management space. This candidate thinks strategically, but loves getting into the detail and possesses a strong ability to conceptualize, develop, drive, coordinate and manage a large program in addition to managing a delivery team. This person is effective at building relationships, collaborating, and influencing others; they must also be highly experienced working with senior executives across various geographies and functions.

Requirements

12+ years of work experience, preferably in Operations / Program Management, Product Management, Management Consulting, or Strategy roles
High energy, disciplined execution skills, and willingness to do whatever it takes to deliver results
Work independently and be highly productive with minimal oversight
Ability to see the big picture while also being execution-oriented to improve operational excellence
Effective communicator (both verbally and in writing) who uses AI tools to draft, refine, and tailor communications — able to convey complex ideas clearly across executive and working-level audiences at speed
Experience in building trusting relationships and influencing others
Champion AI-native ways of working across the APEX Strategic Programs team — evaluating, adopting, and scaling AI tools that increase team throughput, reduce coordination overhead, and surface insights faster across complex program portfolios
Team player and self-starter who uses AI to stay ahead of complexity — comfortable directing AI agents, iterating on outputs, and operating with speed in ambiguous, high-stakes environments
Expertise in the enterprise software/ SaaS industry
Bachelor’s Degree required

Nice To Haves

MBA or other Graduate degree preferred

Responsibilities

Lead the delivery of complex programs that that drive growth and operational excellence for APEX portfolio, in partnership with stakeholders at all levels
Responsible for the APEX Strategic Initiative function: identifies, prioritizes, and accelerates goal-oriented product development projects with measurable impact on revenue, market position, and competitive advantage — operating with speed and focus to deliver innovation at scale.
Ensure programs are designed to deliver specific strategic outcomes – with metrics, milestones, and program structure to ensure successful execution
Develop trusted relationships with key customers, technology, functional leaders and stakeholders to drive focus on the strategic program objectives and optimize program delivery. This includes establishing regular cadences and holding resources accountable for their responsibilities within the program.
Establish governance frameworks and communication strategies to keep all stakeholders informed and engaged
Clearly communicate objectives, status, risks, and results to all stakeholders while collaborating with workstreams to resolve blockers
Ensure that each program aligns with the broader business objectives and contributes to the overall success of the organization
Identify, assess, prioritize, and mitigate risks to meet program objectives
Collaborate with cross-functional teams (e.g., Product, Sales, Finance, Marketing etc.) to identify opportunities, unlock productivity, and accelerate execution
Lead consensus-building across teams and ensure surgical execution and handoffs to relevant stakeholders