Director - Program & Project Management

1Leverage extensive expertise to assess project impacts considering crosseffects and alternative actions while building crossgeo crossfunctional and partner relationships to elevate the ES brand

2Develop the ability to consistently demonstrate transformation execution thought leadership to the customer during times of ambiguity or conflict

3Drive largescale highrisk engagements with multiple workstreams ensuring strategic alignment and future account growth

4Focus on governance stakeholder alignment quality checks and overall project structure to provide comprehensive oversight and ensure full accountability for the project

5Coach and mentor junior EMs Senior Engagement Managers Engagement Managers and Associate Engagement Managers and lead Senior Engagement Managers in large complex projects

6Lead the delivery team throughout the engagement often in collaboration with a services partner

7Manage the engagement governance timeline scope risk change management resourcing reporting and financials

8Work with the Sales Account Team partner and customer to understand the customer and the engagement including challenges partners issues and value being delivered

9Understand the goals and align the deliverables accordingly

10Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement including longterm customer success

11Be the single contact to encourage collaboration and customer agreement on proposed solutions

12Mentor Customer Outcomes or Partner team members to achieve the engagements deliverables and promote the customers desired results

13Identify gaps between actuals and plan of record proposing solutions and driving resolutions

14Lead the delivery team throughout complex programs often with multiple workstreams and in collaboration with a services partner

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

16-20 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

Experience driving complex issues through analysis and resolution

Experience working collaboratively

ServiceNow certifications in aligned workflow

Independently leverages AI to optimize workflows tailor customer solutions and inform strategic decisions

Articulates AI system design ethical implications and platform use cases clearly guiding peers and stakeholders in responsible valuedriven AI adoption