Senior Director, Worldwide PMO – AI Delivery & Modernization

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.

The Senior Director, Worldwide PMO – AI Acceleration & Modernization is responsible for transforming ServiceNow’s global delivery governance model to support AI-native, autonomous, and next-generation implementation delivery at scale.

This role evolves the traditional PMO from a compliance and reporting function into a delivery acceleration engine—one that drives adoption and adherence of autonomous implementation solutions, enforces modern delivery standards, and ensures consistent execution of AI-first delivery models across Expert Services and the partner ecosystem.

You own the global delivery control plane: standards, governance, readiness, execution health, and change management required to operationalize new delivery solutions—while enabling speed, flexibility, and measurable outcome improvement.

Your mandate is not to slow delivery down—but to make modern delivery repeatable, predictable, and scalable worldwide.

What you get to do in this role

Global PMO Transformation & Leadership

• Lead the Worldwide PMO function supporting AI, Acceleration & Modernization, with global authority across geos, areas, segments, and partners.
• Redefine the PMO operating model to support AI-native delivery, autonomous implementations, and next-generation execution methods.
• Transition PMO from project tracking to delivery system enablement, focused on speed, quality, and adoption.

AI-Native & Autonomous Delivery Adoption

• Drive global adoption of autonomous implementation solutions, AI agents, and accelerated delivery methods as the default execution model.
• Establish governance frameworks that enable, not inhibit, the rollout of AI-first delivery capabilities.
• Ensure delivery teams and partners adopt new delivery solutions, platforms, and operating standards consistently.

Delivery Standards, Governance & Readiness

• Own global delivery standards including modernizing Now Create, defining readiness gates, execution quality benchmarks, and AI delivery guardrails.
• Define and enforce governance models for:
• AI agent usage and quality
• Autonomous vs. human led delivery boundaries
• Enterprise delivery risk, security, and compliance
• Ensure consistent delivery quality while supporting rapid innovation and iteration.

Execution Health, Metrics & Visibility

· Partner with KPIs & Analytics to operationalize and manage outcome based metrics, including:

• Time to deploy
• Time to first use
• AI agent quality and adoption
• Delivery consistency and rework reduction
• Provide executive level visibility into global delivery health and modernization progress.
• Use data to identify friction, bottlenecks, and improvement opportunities across the delivery lifecycle.

Organizational Change & Enablement

• Lead global organizational change management for new delivery models, tools, and AI-enabled execution approaches.
• Ensure delivery teams, partners, and leaders are trained, enabled, and accountable for adopting next-gen delivery solutions.
• Act as the connective tissue between Delivery Acceleration, Portfolio Management, Product, Engineering, and Field Services.
• Partner & Ecosystem Alignment
• Align global and regional partners to ServiceNow’s AI-first delivery standards and execution models.
• Ensure PMO governance extends cleanly into partner-delivered work without introducing friction or inconsistency.
• Enable partners to scale autonomous and accelerated delivery responsibly and predictably.

To be successful in this role you have:

· 12+ years of experience leading global PMO, delivery governance, or large-scale transformation initiatives in enterprise software or SaaS.

· Proven ability to modernize delivery operating models across >750 WW engagements while maintaining execution discipline.

· Strong experience supporting or governing professional services, Expert Services, or SI/GSI delivery organizations.

· Demonstrated success driving adoption of new delivery models, platforms, or automation technologies at scale.

· Solid understanding of AI/GenAI concepts, autonomous workflows, and modern SDLC execution models.

· Experience instituting delivery governance that supports speed, innovation, and quality simultaneously.

· Exceptional executive communication skills with the ability to influence global stakeholders (internally and across partner ecosystem)

· Strong change-management leadership across distributed, matrixed organizations.

· Prior ServiceNow delivery, platform, or partner ecosystem experience strongly preferred.

· Willingness to travel up to 30–40% annually as needed.

 

JV20

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 [email protected] 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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