Senior Program Manager, Strategic Customer Transformation at ServiceNow

Role Purpose  Drive execution excellence and operational rigor for large-scale transformations at ServiceNow's most strategic customers. In this role, you will own the program operating system – establishing governance frameworks, orchestrating cross-functional workstreams, managing stakeholder alignment, and ensuring delivery velocity. You help translate vision into executable plans, unblocking foundational issues, driving decision cadence, and ensuring the program delivers measurable business value on accelerated timelines. Job Responsibilities  • Program Governance & Operating System: Establish and run the program management operating system—decision rights, escalation paths, meeting cadences, and information flow. Create infrastructure for fast, informed executive decisions. • Workstream Orchestration & Execution: Coordinate CEG delivery teams, customer stakeholders, and SI partners. Identify and eliminate blockers before they become program risks. • Executive Communication & Reporting: Translate multi-workstream status into executive-ready artifacts. Distill progress, risks, and value trends for C-suite. Own executive steering committee cadence and content. • Stakeholder Alignment & Influence: Navigate complex organizations to build consensus across competing priorities. Create stakeholder maps and alignment forums that drive decisions without formal authority. • Value Realization & Adoption Acceleration: Define and track adoption KPIs and business outcomes. Drive execution activities (training, change management, enablement) that convert capabilities into measurable impact. • Foundation for Velocity: Resolve foundational issues early—data readiness, integrations, organizational gaps, governance ambiguity. Build conditions for fast, sustainable delivery and repeatable playbooks. • Capability Building: Build repeatable playbooks and operating models that scale across the strategic customer portfolio.