About this role

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Role Overview

You love the moment before launch.

The strategy is set. The story is written. The clock is ticking. Hundreds of deliverables are moving across dozens of teams. Senior executives are watching closely. The market is waiting.

And somehow, that's when you're at your best.

The pace of innovation has never been faster. As AI transforms every industry, the ability to bring breakthrough products, solutions, and experiences to market with speed and precision has become a competitive advantage. At ServiceNow, launches are not isolated events.They are coordinated market moments that shape customer perception, drive adoption, and showcase the innovation powering the future of work.

The Senior Manager, Launch Program Management sits at the center of those moments.

As part of the Product & Solutions Marketing (PSM) Launch Office, this role partners closely with Launch Office leadership and fellow launch program managers to orchestrate ServiceNow's most strategic product launches and market activations. Working across Product and Solutions Marketing, Product Management, Brand, Digital, Global Communications, Customer Marketing, Sales Enablement, Field Marketing, Partner Marketing, Strategic Events, and Executive Leadership, you'll help ensure our biggest innovations reach customers with clarity, speed, and impact.

This is not a traditional project management role. Success requires equal parts strategist, operator, problem solver, and conductor. You'll navigate ambiguity, manage competing priorities, anticipate risks before they materialize, and maintain calm when timelines compress and stakes rise.

The ideal candidate is energized by complexity, obsessed with execution excellence, and motivated by ownership. They thrive in fast-moving environments, enjoy solving difficult coordination challenges, and love being on the front line of ServiceNow's most important company moments.

Key Responsibilities

End-to-End Launch Program Leadership (75%)

- Lead planning and execution for Tier 1 and Tier 2 product launches and strategic market activation initiatives
- Partner closely with Launch Office leadership and fellow launch program managers to deliver ServiceNow's most important launch moments
- Build and manage integrated launch plans spanning multiple workstreams, stakeholders, milestones, dependencies, and critical paths
- Translate portfolio priorities into coordinated launch plans that align product readiness, marketing activation, executive communications, and field preparedness
- Drive launch readiness reviews, executive checkpoints, and decision-making forums
- Serve as the central orchestrator across launch workstreams, ensuring alignment, accountability, and timely delivery of commitments
- Coordinate execution across Product and Solutions Marketing, Brand, Digital, Creative, Communications, Customer Marketing, Sales Enablement, Field Marketing, Partner Marketing, Strategic Events, Product Management, and Analytics teams
- Facilitate dependency management, issue resolution, and cross-functional alignment across multiple concurrent initiatives
- Anticipate and proactively mitigate risks, blockers, competing priorities, and execution gaps before they impact launch success
- Lead launch-day command center activities and rapid-response coordination during critical market moments
- Partner with workstream leaders to ensure launch activities ladder to the broader launch strategy and business objectives
- Lead planning, development, and execution of ServiceNow's twice-annual product release customer presentation, orchestrating cross-functional inputs and executive reviews to ensure a cohesive launch narrative aligned to company priorities

Portfolio & Market Activation Management (10%)

- Manage a portfolio of concurrent launch initiatives across products, solutions, and strategic business priorities
- Evaluate launch sequencing, timing, audience impact, resource requirements, and activation dependencies across the broader launch calendar
- Partner with Launch Office leadership to connect product innovation with integrated market activation plans
- Identify opportunities to maximize impact through coordinated launch moments, integrated storytelling, and portfolio-level planning
- Ensure launch activities are aligned across customer, partner, field, analyst, and media audiences
- Monitor portfolio health and proactively surface tradeoffs, risks, and recommendations to senior leadership

Executive Stakeholder Leadership & Continuous Improvement (15%)

- Develop executive-ready launch readiness materials, status reports, scorecards, dashboards, and recommendation packages
- Facilitate alignment across senior stakeholders and drive decisions in complex matrixed environments
- Translate operational complexity into clear, concise business insights for executive audiences
- Anticipate escalation needs and proactively resolve issues before they impact launch outcomes
- Leverage AI tools and emerging technologies to improve planning efficiency, execution effectiveness, and decision-making
- Capture lessons learned and continuously improve launch execution practices based on evolving market dynamics and organizational needs

Qualifications

Experience

- 10+ years of experience leading complex marketing, product launch, program management, or business operations initiatives within enterprise technology organizations
- Proven success leading high-visibility product launches involving multiple cross-functional stakeholders and executive leadership teams
- Experience managing large-scale programs with numerous concurrent workstreams, dependencies, and competing priorities
- Demonstrated ability to deliver results in fast-moving environments with compressed timelines and evolving business needs
- Experience developing executive communications, launch readiness reviews, business updates, and leadership presentations
- Experience supporting large-scale customer events, major announcements, product launches, or strategic market moments

Core Competencies

Launch Program Leadership

Successfully leads complex launches from planning through market activation while maintaining alignment, momentum, and accountability across stakeholders.

Program Orchestration

Manages numerous workstreams, dependencies, and stakeholders while maintaining focus on business outcomes and launch excellence.

Portfolio Thinking

Understands how individual launches fit within broader company priorities, product roadmaps, customer journeys, and market activation strategies.

Executive Presence

Communicates with confidence and clarity, facilitating decisions and alignment across senior leadership teams.

Strategic Agility

Operates effectively in environments with changing priorities, emerging opportunities, compressed timelines, and incomplete information.

Stakeholder Influence

Builds trust quickly and drives alignment across organizations without direct authority.

Differentiating Attributes

- Thrives in high-pressure, high-visibility environments where launch success has meaningful business impact
- Demonstrates exceptional ownership and accountability, operating with minimal direction while keeping stakeholders informed
- Energized by launch days, company announcements, executive reviews, and fast-moving market moments
- Combines meticulous attention to detail with the ability to see the broader strategic picture
- Maintains composure, sound judgment, and decision-making under pressure
- Passionate about bringing innovation to market and helping customers realize value faster
- AI-native mindset, continuously seeking opportunities to improve execution speed, quality, and scale
- Relentless follow-through and bias for action, driving initiatives to completion despite obstacles and ambiguity
- Enjoys solving complex coordination challenges and bringing order to fast-moving environments

Technical Skills

- Expert in Microsoft Loop, PowerPoint, Excel, and collaborative productivity platforms
- Strong proficiency with project and program management tools such as Workfront, Asana, Monday.com, Smartsheet, Wrike, or similar
- Experience leveraging AI to improve workflow efficiency, planning, content development, or operational execution
- Experience building executive dashboards, launch scorecards, and program reporting
- Strong analytical and organizational skills with the ability to synthesize large amounts of information into actionable insights

Why This Role Matters

The Launch Office is the engine that connects innovation to market impact.

As ServiceNow accelerates its AI innovation agenda, the volume, speed, and importance of launches continues to increase. Bringing the right innovations to the right audiences at the right time requires disciplined orchestration, exceptional collaboration, and flawless execution.

This role helps ensure ServiceNow's most important product innovations become successful market moments, accelerating customer awareness, adoption, and business impact while strengthening ServiceNow's position as the AI platform for business transformation.

For positions in this location, we offer a base pay of $148,900 - $232,700, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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.