Program Manager – Partner Engagement

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Company

Job Description

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

Role

The Program Manager – Partner Engagement Strategy & Transformation is a highly visible, cross-functional role responsible for orchestrating execution, governance, and change management across the Partner Experience Group (PEG).

This role serves as the central operating hub for partner-facing initiatives spanning engagement programs business priorities, digital execution, and change management. The individual ensures strategy is translated into coordinated execution, progress is measured through integrated, AI-enabled analytics, and change is adopted effectively across internal teams and the partner ecosystem.

Success in this role requires strong systems thinking, executive presence, and the ability to operate at the intersection of strategy, delivery, and organizational change.

Responsibilities

Digital Strategy

• Drive end-to-end execution across planning, dependency management, delivery tracking, and risk mitigation.
• Coordinate closely with Product, Digital Technology, UX, and Analytics teams to ensure initiatives ship on time and with measurable impact.
• Act as the point of contact between internal stakeholders and Digital Technology teams including product managers, project managers, and engineering leads for partner-facing product issues and enhancements to ensure clear understanding of business goals and delivery accountability.
• Translate partner experience priorities into clear execution plans and measurable outcomes for Partner Digital Experience initiatives.
• Support PEG leadership with prioritization inputs, sequencing recommendations, and impact assessments across initiatives.
• Ensure digital investments are aligned to business goals and demonstrate tangible RO

PMO Governance

• Serve as the primary program lead and PMO for Partner Digital Experience initiatives, including partner-facing digital platforms and ecosystems.
• Establish governance and integration mechanisms across Partner Engagement, Communications, Events, portfolio to ensure alignment on priorities, sequencing, and outcomes
• Define operating standards, decision rights, and escalation paths for PEG-led initiatives

Change Management and Adoption

• Responsible for change management strategy for Partner Digital Experience initiatives and PECE operating changes that impact partners.
• Develop rollout plans incorporating stakeholder readiness, communications, enablement, and adoption measurement.
• Partner with Partner Communications, Events, and Enablement teams to reinforce adoption through coordinated messaging and activation

AI Led

• Leverage AI-driven insights (e.g., trend analysis, sentiment detection, performance forecasting) to identify risks, opportunities, and optimization areas.
• Track KPI progress against defined success metrics and escalate risks and tradeoffs to PEG leadership.

Executive Communications and Readouts

• Produce monthly executive readouts focused on Partner Digital Experience and PEG-level performance insights.
• Synthesize complex inputs into clear, executive-ready narratives highlighting progress, risks, and decisions needed.
• Act as a trusted advisor to PEG leadership on execution health, adoption, and tradeoffs.

Qualifications

• 8+ years of experience in program management, business operations, digital transformation, strategy execution, or related roles ideally within a B2B enterprise, SaaS, or partner/channel ecosystem.
• Proven experience translating strategic priorities into executable programs, milestones, and measurable outcomes across digital platforms or enterprise initiatives.
• Strong background in stakeholder management, governance, and execution within highly matrixed, global organizations.
• Demonstrated experience leading Partner Digital Experience or platform-related initiatives, working closely with Product, UX, Engineering, Analytics, and Digital Technology teams.
• Hands-on experience owning change management and adoption planning, including stakeholder readiness, rollout strategy, communications, enablement, and adoption measurement.
• Demonstrated ability to define and track KPIs, success metrics, and performance frameworks, and to surface risks, tradeoffs, and insights to executive stakeholders.
• Experience leveraging data, analytics, and AI-enabled insights (e.g., trend analysis, forecasting, sentiment analysis, automation) to inform execution, prioritization, and decision-making.
• Strong analytical and systems-thinking skills. Ability to connect data, partner feedback, and business objectives into clear, executive-ready narratives.
• Excellent communicator with the ability to influence without authority and engage effectively with audiences ranging from senior executives to technical teams.
• Experience facilitating cross-functional working sessions to align priorities, clarify scope, manage dependencies, and drive decisions.
• Ability to operate effectively in ambiguous, fast-paced environments, managing multiple competing priorities with clarity, diplomacy, and accountability.
• Demonstrated track record of execution excellence, consistently delivering results under pressure and adapting as priorities evolve.
• Collaborative, relationship-driven leader who builds trust, navigates conflict constructively, and turns complexity into alignment.
• Curious and growth-oriented mindset, with a demonstrated commitment to continuous learning and improvement, particularly in areas of AI, change management, and modern operating models.
• Experience with or strong familiarity with ServiceNow’s partner ecosystem is preferred.

Education

• Bachelor’s degree in Business Administration, Strategy, Marketing, Information Systems, Organizational Leadership, or a related field required.
• Master’s degree (MBA or equivalent) preferred, particularly with a focus in Digital Strategy, Product Management, Organizational Change, or Business Transformation.
• Professional certifications are a plus, including but not limited to:
• Project Management Professional (PMP), PgMP, or equivalent program management certification
• Change Management certifications (e.g., Prosci, ACMP)
• Product or Platform-related certifications (e.g., Pragmatic Institute, PMI-PBA)
• ServiceNow certifications (CSA or other platform-specific credentials), preferred but not required

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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