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.

Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.

Role Summary 

Own and orchestrate end-to-end customer engagements in our Forward Deployed Engineering (FDE) AI Adoption program, an industry-standard model embraced by leading tech giants. In this role, you’ll be at the forefront of the AI revolution, driving measurable outcomes and customer success by embedding with clients to deliver transformative Agentic AI and Now Assist solutions. Lead scope, governance, and delivery for high-impact FDE engagements, ensuring customers achieve rapid time-to-value and become referenceable success stories. 

What You’ll Do 

• Own customer engagement end-to-end: act as the primary point of contact; run kickoffs; set expectations; publish weekly status; manage escalations; drive closeout.
• Drive scope and governance: translate discovery into written scope and timeline; confirm deliverables and success criteria; establish cadence with customer and internal teams.
• Plan and run working sessions: schedule and facilitate design workshops, technical deep dives, and validation sessions.
• Coordinate multi-disciplinary pods: align forward deployed engineers, architects, inbound/outbound PMs, solution managers, and program managers around milestones and dependencies.
• Orchestrate timeline, budget, and resourcing: partner with resource management; adjust plans as risks emerge; ensure on-time, on-budget delivery.
• Standardize artifacts and hygiene: maintain project plans, status templates, customer follow-ups, and consistent documentation across engagements. 

What You’ll Bring 

• Proven experience in program or engagement management for enterprise SaaS or AI-driven solutions.
• Strong skills in customer communication, workshop facilitation, and risk/issue tracking.
• Familiarity with Now Assist and Agentic AI offerings; comfortable partnering with engineering and product teams.
• Ability to manage complex, multi-stakeholder projects with precision and urgency.
• Exceptional organizational skills and a bias for action in dynamic, fast-changing environments. 

Success Metrics: On-time, on-budget delivery of FDE engagements, Customer satisfaction and reference wins, Adoption metrics achieved per engagement scope, Consistent governance and artifact hygiene across programs. 

Technical & AI Proficiency

• AI Solution Delivery: Experience managing the deployment of Generative AI, specifically Agentic AI and Now Assist or similar Large Language Model (LLM) applications.
• Enterprise SaaS Lifecycle: Deep understanding of the end-to-end software development lifecycle (SDLC) for cloud-based enterprise platforms.
• AI Adoption Frameworks: Knowledge of industry-standard AI adoption models and embedding AI capabilities within existing business workflows.
• Technical Literacy: Ability to translate complex technical requirements from engineers and architects into business-oriented project milestones.

Program & Engagement Management

• End-to-End Engagement Ownership: Proven track record of leading high-impact customer engagements from initial kickoff and discovery through to closeout and referenceability.
• Scope & Governance: Expert in translating discovery sessions into formal written scopes, timelines, and success criteria while managing scope creep.
• Agile/Multidisciplinary Coordination: Experience leading "pods" consisting of forward-deployed engineers, product managers (inbound/outbound), and solution architects.
• Risk & Dependency Management: Proactive identification of project risks with the ability to adjust resourcing and plans to ensure on-time, on-budget delivery.

Communication & Strategic Leadership

• Workshop Facilitation: Skilled in planning and leading design workshops, technical deep dives, and validation sessions with C-suite and technical stakeholders.
• Stakeholder Orchestration: Ability to manage complex, multi-stakeholder environments with precision, urgency, and a focus on customer satisfaction.
• Data-Driven Metrics: Focused on tracking and achieving specific success metrics, including adoption rates, time-to-value, and artifact hygiene.
• Executive Presence: Strong communication skills for publishing weekly status reports and acting as the primary point of contact for escalations.

Soft Skills & Operational Excellence

• Bias for Action: Demonstrated ability to thrive in dynamic, fast-changing environments where rapid pivoting is required.
• Organizational Precision: High attention to detail regarding project documentation, status templates, and consistent artifact maintenance.
• Customer-Centric Mindset: Dedicated to turning clients into "referenceable success stories" by ensuring measurable outcomes.

Education

Bachelors or Masters degree in STEM 

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.