Program Director

Job Responsibilities

• Manage multiple ES engagement workstreams, leveraging a deep understanding of project impacts, cross effects, and alternative actions.
• Proactively develop and implement plans to address risks, issues, and escalations.
• Drive problem resolution through swift escalation and clear responsibility division.
• Identify discrepancies between actual progress and planned objectives, driving effective resolutions.
• Coach, mentor, and lead Principal Engagement Managers and Senior Engagement Managers in large complex projects.
• Influence, support, and provide thought leadership to the customer during times of ambiguity or conflict.
• Lead the delivery team throughout the engagement, often in collaboration with a services partner.
• Manage the engagement governance, timeline, scope, risk, change management, resourcing, reporting and financials.
• Collaborate with the Sales Account Team, partner, and customer to understand the customer and the engagement; including business challenges, key stakeholders, issues, and business value being delivered.
• Understand the business objectives and align the deliverables accordingly.
• Act as a thought leader, applying expertise from the Now Create methodology and prescriptive guidance to drive successful delivery of the engagement, including long term customer success.
• Communicate and act as the single point of contact to facilitate collaboration, decision making, and customer buy-in on proposed solutions.
• Coach, mentor, and manage Customer Outcomes and/or Partner team members to achieve the engagement’s deliverables and enable the customer’s desired business outcomes.
• Typically manages multiple projects simultaneously.
• Identify gaps between actuals and plan of record, propose solutions, and drive resolution.
• Lead the delivery team throughout large, complex programs, often with multiple workstreams and in collaboration with a services partner.
• Support Business Development efforts for Multi-Million-dollar engagements.
• Manage the largest and most complex programs for Customer Outcomes Strategic Accounts.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 15 years progressive experience as part of a professional services organization.
• Ability to travel up to 50%.
• Creative, high energy, entrepreneurial spirit with comfort running initiatives and program independently within a 'start-up paced' environment.
• Demonstrated success driving complex issues through analysis and resolution.
• Experience working collaboratively and cross-functionally.
• Excellent written and verbal communication skills.
• ServiceNow certification in aligned workflow.
• Expert in integrating AI tools to optimize workflows, drive strategy, and deliver business value through platforms like ServiceNow.
• Skilled in ethical AI use, technical translation, and stakeholder engagement across both technical and executive audiences.