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. The Technical CoE AI Program Manager (TPM) drives execution of complex, cross-functional programs that enable autonomous, AI Agent-first implementations at enterprise scale. This role ensures delivery excellence by orchestrating CoE execution, planning, governance, and risk management across engineering, platform, and product BUs, as well as customer delivery teams & external partners (GSI, LLM). The TPM establishes operating rhythms, manages dependencies, and provides decision clarity to accelerate the adoption of autonomous solutions while maintaining operating governance, compliance and executive alignment. Your North Star: drive CoE operations to dramatically compress time‑to‑first‑meaningful-use, accelerate adoption, and deliver a consistently excellent, AI‑enabled implementation journey that reduces deployment friction and improves customer experience & renewal outcomes. 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 & adoption offerings.
