Technical CoE AI Program Manager

About 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

• Drive execution of complex, cross-functional programs that enable autonomous, AI Agent-first implementations at enterprise scale.
• Ensure delivery excellence by orchestrating CoE execution, planning, governance, and risk management across engineering, platform, and product BUs, as well as customer delivery teams and external partners (GSI, LLM).
• Establish operating rhythms, manage dependencies, and provide decision clarity to accelerate the adoption of autonomous solutions while maintaining operating governance, compliance, and executive alignment.
• Develop and maintain integrated program plans, milestones, and success metrics.
• Run governance cadences (stand-ups, status reviews, steering committees) and publish clear updates.
• Maintain RAID logs and proactively manage risks, issues, and dependencies.
• Define and enforce RACI and decision-making frameworks for complex initiatives.
• Partner with engineering and AI platform teams to resolve technical blockers and align on architecture decisions.
• Coordinate with Customer Delivery and Field teams to ensure readiness and adoption.
• Track KPIs (adoption, quality, time-to-value) and prepare reports of progress for leadership.
• Prepare executive briefings and facilitate decision forums.
• Drive continuous improvement of program management practices and templates.
• Stay up-to-date with AI industry trends and emerging technologies in the field of GenAI and Agents, and apply this knowledge to continuously improve and evolve ServiceNow’s implementation and adoption offerings.

Requirements

• 10+ years running CoE’s, large programs; expertise in agile at scale.
• A master connector and action-driver, this CoE Program Manager excels at cross-organizational collaboration, tracking issues to resolution, and communicating with clarity and political savvy to turn strategy into execution.
• A detail-driven organizer who keeps complex workstreams aligned and content impeccably structured, ensuring nothing slips through the cracks.
• Exceptional communication skills, PMO tooling mastery, and stakeholder management.
• Experience with enterprise-scale programs at large complex organizations.
• Strong governance and risk management expertise.
• Ability to work across different geographies and time zones.
• Ability to influence across engineering, product, and field delivery teams in a global environment.
• Proficiency with program management tools and metrics (OKRs, dashboards, dependency mapping).
• Must be able to travel up to 50% annually.

Preferred Qualifications (Nice to Have)

• TPM/Program experience with the ServiceNow platform/AI/automation is preferred, but not a must have.
• AI literacy, including familiarity with autonomous agent frameworks and orchestration patterns, will be nice to have.

Salary

• Base pay of $189,100 - $331,000, 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