Technical AI Program Manager, CSM

bout the Company

• 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.
• Join us as we pursue our purpose to make the world work better for everyone.

Responsibilities

• Partner with the ServiceNow platform and product BUs to develop an AI-first, autonomous implementations roadmap to drive customer adoption and successful implementation and adoption of ServiceNow’s products.
• As Program Manager, you will build this roadmap, create and manage the program plan around it for a specific set of products, and execute it to completion, jointly executed as Pilots with hand-selected internal and external customers.
• Translate the voice of the customer and telemetry into productized agent requirements and readiness content; partner with AI Architects and Product teams on solution design.
• Stay up-to-date with industry trends and emerging technologies in the field of GenAI and Agentic AI, and apply this knowledge to continuously improve and evolve ServiceNow’s implementation and adoption offerings.
• Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, reference architectures, and other documentation to make information about ServiceNow’s AI-first implementation and adoption capabilities more accessible to the broader Impact Delivery organization, customers, and partners.
• Assist Enablement team and Partner team with Enablement and Training material to see through the success of this Autonomous Implementation effort.
• Design and validate product-specific agents (e.g., ITSM-Core guided setup, CSM case mapping, HRSD onboarding) with BU teams.
• Co-drive pilots with ServiceNow’s early adopter customers (enterprise clients and Systems Integrators).

What you get to do in this role

• The Customer Excellence Group - Strategy & Product - Catalyst Center of Excellence will be responsible for partnering with the Platform and Product Business Unit Product Management and Engineering organizations to deliver a transformational AI-first implementation and adoption experience for ServiceNow’s customers.
• You are being hired to work on one of the most exciting initiatives at one of the fastest-growing Enterprise AI companies in the industry.
• As an AI Strategist/Program Manager, you will work with the product, BU, and client delivery teams to design, productize, and pilot Agentic AI-first setup and implementation experiences, establishing a standardized setup process and unifying admin workflows behind a single front door that guides customers from day-one sandbox through next-best actions to measurable value.
• You’ll drive early pilots across ServiceNow’s core product families, partner tightly with Platform and Product BU product management and engineering, and collaborate with strategic partners and early adopters.
• Your North Star: dramatically compress time-to-first-meaningful-use, accelerate adoption, and deliver a consistently excellent, AI-enabled implementation journey that reduces deployment friction, enhances customer experience, and improves renewal outcomes.

Requirements

• 7+ years in program or portfolio management; 3+ years leading AI/ML or GenAI initiatives at enterprise scale.
• Proven ability to operationalize AI governance (risk, compliance, SDLC guardrails) and run CoE review boards.
• Strong understanding of agentic AI and generative AI patterns, orchestration, and enterprise integration approaches.
• Experience with AI platform governance: model catalogs, policy enforcement, and lifecycle management.
• Familiarity with Agentic AI/LLM/GenAI fundamentals, MLOps/LLMOps concepts, and responsible AI practices.
• Prior implementation and deployment experience of enterprise solutions is a must-have.
• Demonstrated success in cross-functional leadership (Product, Delivery, Security, Legal, Risk).
• Skilled in portfolio prioritization, value/effort trade-offs, and KPI/OKR tracking for AI programs.
• Excellent executive communication and change-management capabilities for AI adoption.
• Ability to translate business objectives into AI implementation strategies and measurable outcomes.
• Must be able to travel up to 50% annually.

Preferred Qualifications (Nice to Have)

• Bachelor’s in a technical or quantitative field; advanced degree or PgMP/PMP/AI certifications preferred.

Salary

• Base pay of $162,600 - $284,600, plus equity (when applicable), variable/incentive compensation and benefits.

Location

• San Diego, CA (Work persona details apply)

Benefits

• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• ESPP.
• Matching donations.
• A flexible time away plan and family leave programs.

How to Apply

• 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 [email protected] for assistance.
• All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

Category

AI & Machine Learning