Program Director

The Program Director is a senior delivery leader operating as an individual contributor, accountable for orchestrating and enabling the successful execution of large-scale, complex programs—often spanning multiple projects, geographies, and business units. This role is responsible for strategic leadership, program governance, stakeholder engagement, and ensuring the delivery of transformative business outcomes through the ServiceNow platform. While the primary focus is on strategic oversight and leadership, the Program Director is expected to demonstrate the capability and willingness to engage hands-on when needed—rolling up their sleeves to drive progress, solve problems, and ensure success.

Key Responsibilities

• Set strategic direction for a select group of complex programs, ensuring alignment with business goals and customer value.
• Oversee and enable Program Managers and Project Managers, ensuring consistent delivery in accordance with established standards and ServiceNow best practices.
• Ensure robust processes and forums are in place to effectively manage and control risk, change, resources, and financials.
• Build and maintain strong relationships with executives, partners, and customers; provide executive-level updates and act as a trusted advisor, guiding the customer on actions required for success
• Foster a high-performance, collaborative team culture by critically assessing the skills required to achieve a successful outcome.
• Ensure alignment and collaborate with Customer Success to deliver measurable business outcomes and maximize value realization for customers
• Collaborate with Customer Success to establish comprehensive Program Governance (Strategic, Portfolio, Technical, Program, and Project).
• Support pre-sales by shaping solutions, contributing to proposals, assessing delivery risks and lead the efforts around program structure and governance for large opportunities.
• Champion the adoption of AI-driven delivery methodologies to accelerate implementations.