Senior Marketing Program Manager

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 — Service Now 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.

We are seeking a Senior Marketing Program Manager (IC5) to join our Digital Experience Platform (DXP) team within Marketing. In this highly visible role, you will lead complex, cross‑functional digital programs that span platforms, marketing technology, data, and enterprise operating models — driving strategic initiatives from original concept through final implementation.

This role sits at the intersection of strategy and execution. You will translate approved digital strategies into execution‑ready programs with clear sequencing, governance, dependency management, and measurable outcomes. Success requires strong systems thinking, executive communication skills, and the ability to orchestrate work across Product, Engineering, Marketing, Analytics, and Operations.

• Lead portfolio‑level orchestration for complex digital programs spanning multiple teams, platforms, and geographies
• Take programs from original concept through final implementation, managing all phases including initiation, planning, execution, and closing
• Translate approved enterprise and functional strategies into execution‑ready programs, including scope framing, sequencing, milestones, budget management, and success criteria
• Drive clarity across ambiguous problem spaces where ownership, dependencies, or delivery paths are not yet well‑defined

• Own components of the digital operating rhythm including planning cadences, intake processes, executive forums, and cross‑functional alignment
• Establish and maintain delivery governance, ensuring initiatives meet readiness standards prior to launch (platform, data, content, localization, enablement)
• Create and present status reporting at Steering Committee and Sponsor level, leading executive‑level meetings with confidence and clarity
• Standardize delivery models, playbooks, and operating practices to improve predictability and quality at scale

• Proactively identify and manage cross‑team dependencies across Digital Experience, Platforms, Search, Localization, Analytics, and Marketing Technology
• Surface risks early, frame tradeoffs clearly, and drive timely escalation and resolution
• Guide teams through project challenges, removing obstacles and providing technical solutions to keep programs on track
• Ensure initiatives launch with clear ownership, readiness validation, and post‑launch accountability

• Apply consistency and best practices across all project phases, tracking outcomes and benefit realization

• 12+ years of hands‑on program and project management experience in enterprise environments
• Proven track record managing multiple large, concurrent programs spanning business applications and marketing technology platforms
• Experience leading cross‑functional programs involving Product, Engineering, Analytics, and Marketing stakeholders
• Demonstrated success leading Steering Committee and executive‑level meetings
• Experience overcoming program crises and navigating complex organizational challenges

• Experience leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving
• Comfortable using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI's potential impact on marketing technology and operations

• Exceptional executive communication and stakeholder management skills
• Strong systems…