Director - Program & Project Management

This role requires a seasoned professional to lead and manage complex, large-scale engagements within a dynamic environment. The ideal candidate will leverage deep expertise to assess project impacts, navigate ambiguity, and drive transformation initiatives that align with strategic goals. Building strong cross-geographical and cross-functional partnerships is essential to elevate the organization’s brand and ensure successful delivery. The position demands a proactive leader who can mentor teams, manage governance, and collaborate closely with sales and customer stakeholders to deliver measurable value.

Key Responsibilities

- Leverage extensive expertise to evaluate project impacts, considering cross-effects and alternative actions, while fostering strong relationships across geographies, functions, and partners to enhance the company’s brand.
- Demonstrate consistent thought leadership in transformation execution, especially during periods of ambiguity or conflict, guiding customers through complex challenges.
- Drive large-scale, high-risk engagements involving multiple workstreams, ensuring strategic alignment and positioning for future account growth.
- Maintain rigorous governance, stakeholder alignment, quality assurance, and project structure oversight to ensure full accountability throughout the engagement.
- Coach and mentor junior and senior engagement managers, leading delivery teams on large, complex projects and collaborating with services partners when necessary.
- Manage all aspects of engagement governance, including timelines, scope, risk, change management, resourcing, reporting, and financials.
- Collaborate with sales account teams, partners, and customers to deeply understand engagement goals, challenges, and value delivery.
- Align deliverables with customer goals, applying expertise from the Now Create methodology and prescriptive guidance to promote long-term customer success.
- Serve as the primary point of contact to encourage collaboration and secure customer agreement on proposed solutions.
- Mentor Customer Outcomes or Partner team members to achieve engagement deliverables and drive desired customer results.
- Identify gaps between actual performance and plans, propose solutions, and lead efforts to resolve issues.
- Lead delivery teams through complex programs with multiple workstreams, often in partnership with services teams.

Required Qualifications

- 16 to 20 years of progressive experience within a professional services organization or equivalent education and experience.
- Proven ability to integrate AI into work processes, decision-making, and problem-solving, including the use of AI-powered tools, workflow automation, and analysis of AI-driven insights.
- Industry domain expertise relevant to the specific workflow area.
- Strong creativity and the ability to independently manage projects.
- Experience in driving complex issues through thorough analysis and resolution.
- Demonstrated ability to work collaboratively across teams and functions.
- ServiceNow certifications aligned with the relevant workflow.
- Proficient in leveraging AI to optimize workflows, tailor customer solutions, and support strategic decision-making.
- Clear articulation of AI system design, ethical considerations, and platform use cases, guiding peers and stakeholders toward responsible and value-driven AI adoption.

Mandatory Skills

- ServiceNow HR Service Delivery (HRSD)
- ServiceNow IT Service Management (ITSM)

This position offers the opportunity to lead transformative projects at the intersection of AI and professional services, driving innovation and delivering significant value to customers. The successful candidate will be a strategic thinker, effective communicator, and dedicated mentor, capable of navigating complex environments and fostering collaboration across diverse teams.