Senior Program Manager, Strategic Customer Transformation

ServiceNow • Minneapolis, MN

4h • Remote

About The Position

This role is responsible for driving execution excellence and operational rigor for large-scale transformations at ServiceNow's most strategic customers. The Senior Program Manager will own the program operating system, establishing governance frameworks, orchestrating cross-functional workstreams, managing stakeholder alignment, and ensuring delivery velocity. The position involves translating vision into executable plans, unblocking foundational issues, driving decision cadence, and ensuring the program delivers measurable business value on accelerated timelines.

Requirements

• 10+ years leading enterprise transformation programs in strategy consulting, managing C-Suite initiatives with large teams across multi-phased engagements.
• Established steering committees, decision frameworks, and governance for 5+ concurrent workstreams; translated technical complexity into C-suite narratives.
• Drove alignment across matrixed organizations without authority; led change initiatives affecting 1,000+ users.
• Knowledge of ITSM, HRSD, CSM, or core workflows.
• Integrate AI into program execution and customer adoption; see workstream interdependencies, anticipate impacts, architect governance for velocity.
• Obsessive about cadences, decision logs, RACI clarity; thrives in ambiguity; drafts decks, facilitates workshops, debugs issues—whatever unblocks progress.

Responsibilities

• Establish and run the program management operating system—decision rights, escalation paths, meeting cadences, and information flow. Create infrastructure for fast, informed executive decisions.
• Coordinate CEG delivery teams, customer stakeholders, and SI partners. Identify and eliminate blockers before they become program risks.
• Translate multi-workstream status into executive-ready artifacts. Distill progress, risks, and value trends for C-suite. Own executive steering committee cadence and content.
• Navigate complex organizations to build consensus across competing priorities. Create stakeholder maps and alignment forums that drive decisions without formal authority.
• Define and track adoption KPIs and business outcomes. Drive execution activities (training, change management, enablement) that convert capabilities into measurable impact.
• Resolve foundational issues early—data readiness, integrations, organizational gaps, governance ambiguity. Build conditions for fast, sustainable delivery and repeatable playbooks.
• Build repeatable playbooks and operating models that scale across the strategic customer portfolio.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees