Associate Director - Program & Project Management

1Guide the delivery team in large and complex engagements frequently collaborating with a Services partner

2Apply advanced expertise in project implementation scheduling and monitoring techniques to ensure effective timely execution of moderate to large projects

3Build crossgeo crossfunctional and partner relationships to enhance the ES brand internally and externally

4Coach mentor and manage service partners Engagement Managers and Associate Engagement Managers to achieve project deliverables and support the customers desired business outcomes

5Lead the delivery team throughout the engagement often in collaboration with a services partner

6Manage the engagement governance timeline scope risk change management resourcing reporting and financials

7Work with the Sales Account Team partner and customer to understand the customer and the engagement including challenges partners issues and value being delivered

8Understand the goals and align the deliverables accordingly

9Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement including longterm customer success

10Be the single contact to encourage collaboration and customer agreement on proposed solutions

11Mentor Customer Outcomes or Partner team members to achieve the engagements deliverables and promote the customers desired results

12Identify gaps between actuals and plan of record proposing solutions and driving resolutions

Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry

12-16 years progressive experience as part of a professional services organization or equivalent educationexperience

Industry domain expertise in insert workflow

Creativity with comfort running projects independently

Success driving complex issues through analysis and resolution

Experience working collaboratively

ServiceNow certifications in aligned workflow

Applies AI tools to streamline workflows generate insights and support strategic initiatives under guidance

Understands core AI concepts ethical considerations and platform capabilities and can explain their application in customer contexts with support