Senior Program Manager, Customer Success Group at ServiceNow (Remote)

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description


The Global Deal Management  (GDM) team enables revenue growth by maximizing value for ServiceNow and our customers through effective proposal management, deal structuring, and subscription analytics. As part of the Customer Success Group in Operations, we are focused on providing an outstanding experience to our customers and partners and delivering simple, seamless digital processes to support that experience.


As a Senior Program Manager in the GDM team, you will be responsible for overseeing the achievement of organizational goals through the execution of our transformational and functional programs that deliver scale and agility to our rapidly growing enterprise. You have a proven track record of success in tying together strategy, user experience, innovation and solution design with successful program implementation and adoption of business capabilities that include new policies, processes, systems and analytics that deliver business results. You work effortlessly with stakeholders and across functions, acting as a team builder, collaborator and problem solver. You are a process and data oriented thinker by nature who establishes process-oriented rigor to deliver solutions. You have led and implemented programs at a SaaS native company and bring subject matter expertise in Proposals, Subscription and Services Deal Desk, product instrumentation, usage telemetry and entitlement to deliver solutions that enable the Global Deal Management team and our broader ecosystem to operate effectively and thrive. You are a self-starter, an exceptional communicator and have a high degree of rigor, organization, and discipline to get things done.

To lead and execute programs that improve, digitize, optimize and transform Global Deal Management ecosystem, you will lead the development of GDM’s target state operating model and business architecture and drive the delivery of new business capabilities and solutions to the Sales and Customer facing teams that run the business day in and day out. You will be leading multiple programs concurrently, ensuring business outcomes, success criteria and business impact is met post-project adoption.

To be successful in this role, you approach problem solving with a business architecture mind set, clearly defining the problem in the context of the bigger business landscape and ecosystem capabilities. You understand the upstream and downstream dependencies that are involved in solutioning that problem and think about the impact that solution will have on the processes, systems and data surrounding it. You will be a strong Customer and Sales advocate and have a passion for demonstrating the contribution of program implementation to operational KPI’s. You are high energy, have a strong work ethic, have disciplined execution skills, are an expert collaborator who can identify and resolve conflicting strategies and have a deep desire to deliver results.

What you get to do in this role:

· Develop engagement models with corporate program teams to ensure GDM program interlock, engage with stakeholders to ensure clearly defined and documented success criteria, clearly define business impact of programs and projects and ensure smooth project execution.

· Engage with the GDM Business Data & Analytics team when sizing the magnitude/impact of the problem and when new data models and analytics capabilities are required as an integrated part of the solution. Engage with Sales Engagement and Change Management teams as an integrated part of project execution and delivery.

· Develop GDM business architecture and capability roadmaps. Work with IT to align to enterprise technical architecture.

· Build project management best practices that are suited for ServiceNow, enabling the balance between agility and rigor.


In order to be successful in this role, we need someone who has:

• Proven experience representing business teams in digital process transformation programs and leading functional projects on a large, medium and small scale (please be prepared to showcase examples and results)

• Deep expertise in all aspects of project management: initiation, planning, execution and closure

• Experience leading programs that span multiple methodologies: SAFe, Agile, Waterfall, DMAIC/Six Sigma, etc..

• Experience at a SaaS company with domain expertise in transformational programs like CRM, CPQ, Entitlement Management, Product Instrumentation and Telemetry, Product and Services Deal Management and Product Usage Analytics

• Deep understanding of SaaS GTM processes and systems, with the ability to take a business architecture and capability oriented view towards project execution.

• Proven experience building relationships, collaborating, and influencing others

• Advanced problem-solving, organization, and time management skills

• Active listening skills to ensure feedback identifies and drives areas of improvement

• Superior communication and presentation skills at all levels of leadership

• The ability to learn quickly and pick up tools, systems, and processes in record time

• 8+ years large scale project/program management experience in a high-tech, preferably SaaS company; Consulting experience a plus

• Experience in business capability models; understanding of how data flows and is consumed in enterprise workflows

• SAFe, Agile, Six Sigma and/or PMP certifications highly desired

• Preferred education: undergraduate degree + MB

Additional Information

ServiceNow is an Equal Employment 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.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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Where we are

Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social connected!

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Volunteer in local community
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Flexible Work Schedule
Remote Work Program
Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Happy Hours
Every Thursday!
Professional Development Benefits
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.


Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.


Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.


Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.


Senior Manager, Global Sales Development

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