Senior

Senior Manager, Event Content Program Management & Operations

Santa Clara, United States · Teletrabajo

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 thrive where structure meets scale. You can orchestrate hundreds of interconnected content deliverables across global programs, spot downstream dependencies before they impact execution, and bring operational clarity to fast-moving, high-visibility initiatives. If that sounds like your ideal Wednesday, keep reading.

The Senior Manager, Event Content Program Management & Operations partners with the Flagship Programs and Event Content leadership to establish structured event content operating models and deliver flawless execution across ServiceNow’s most visible marketing moments: Knowledge, World Forums, and AI Summits.

This role goes beyond session and presentation management. You will drive end-to-end program management of complex content ecosystems spanning content strategy, keynote content management, session recommendations, presentation quality, on-site demo signage, and recurring content updates that reflect the latest product roadmap innovations and announcements. You own the full event content lifecycle — from pre-event planning and content availability through live execution and post-event operations — across ServiceNow’s first-party flagship programs. You will be the operational backbone of the event content function, a trusted partner to the Flagship Programs leader, and a collaborator across the broader PSM Launch Office & Flagship Programs leadership team on special projects and initiatives that don’t fit neatly into a single function.

You don’t need a clean handoff to get started, and you’re just as effective owning five things at once as you are going deep on one.

This is a high-impact, high-visibility role for someone who is energized by building, thrives in complexity, and brings a rigorous, PMP-style approach to execution at scale.

Key Responsibilities

Event Content Program Management & Execution (50%)

Own end-to-end program management of event content operations across multiple concurrent programs including Knowledge, and tier 1 3rd party events (such as, MSFT Ignite, AWS re:Invent and more).
Lead the ongoing communication and activation of strategic event narratives across stakeholders, teams, and customer-facing channels.
Orchestrate execution across workstreams including Product Marketing, Events, Regional and Field Marketing, and Customer Marketing.
Own the annual third-party event planning recommendation process, project managing PSM’s assessment and prioritization of external event participation across the portfolio.
Manage event-to-event content availability, ensuring the right content is identified, prepared, and accessible across Knowledge, and tier 1 3rd party events.
Manage complex content portfolios and quarterly refreshes reflecting the latest product innovations and announcements.
Ensure alignment between corporate narrative messaging strategy and content execution across all sessions and supporting touchpoints.
Drive cross-functional accountability to deadlines, deliverables, and dependencies.
Lead program-level cadence including weekly stakeholder updates, timeline and deliverable tracking, and risk escalation.
Surface blockers and trade-offs early and drive resolution with appropriate stakeholders.
Partner with stakeholders to ensure quality control, consistency, and completeness across all event content outputs.
Deliver executive-ready program reporting with clear insights into program health.

Program Infrastructure & Operating Model (30%)

Design and implement scalable operating models for event content planning, tracking, and execution.
Build reusable templates, playbooks, checklists, and workflow documentation that scale across event programs.
Build and own the content availability operating model for first-party events, establishing the intake process, tracking infrastructure, and governance that scales from event to event.
Establish systems of record for timelines, milestones, dependencies, risks, and deliverables.
Partner closely with the PMO Excellence and Launch Operations Senior Manager to ensure event content programs connect to the broader PSM execution infrastructure.
Champion PMO best practices including scope management, timeline discipline, dependency tracking, and risk mitigation.
Drive continuous improvement through retrospectives and program learnings across events.
Identify opportunities to improve efficiency through AI-enabled workflows, automation, and tooling.
Build and evolve a centralized event content playbook that scales across global programs.

Cross-Team Special Projects (20%)

Take on ad hoc program management responsibilities across the PSM Launch Office and Flagship Programs team as assigned, including initiatives that span functions or require dedicated coordination without a permanent home.
Support business operations responsibilities over time as the team’s operating model matures.

Qualifications

To be successful in this role you have:

Experience:

8 to 12 years of program management experience within B2B enterprise technology or large-scale marketing organizations.
Direct experience managing event content operations including sessions, speakers, agendas, or large-scale content programs.
Proven experience building or scaling program management infrastructure including templates, operating models, and governance frameworks.
Familiarity with flagship event environments such as global conferences and summits and the associated content lifecycle.
Experience managing complex multi-workstream programs with high stakeholder density and tight timelines.

Core Competencies

Program management rigor with strong command of scope, schedule, dependency mapping, risk management, and governance.
Operating model design with the ability to bring structure and clarity to complex, ambiguous environments.
Program orchestration at scale across large, interdependent workstreams and functions.
Executive communication that distills complexity into clear, actionable insights and reporting.
Stakeholder management that navigates matrixed organizations with influence, clarity, and accountability.
Detail orientation with systems thinking that balances granular tracking with end-to-end program outcomes.
Cross-program integration mindset that spots dependencies, shared assets, and connection points across concurrent workstreams and acts on them proactively.

Differentiating Attributes

Process-first mindset that sees structure and discipline as critical enablers of speed and scale.
High ownership and accountability with proactive follow-through to completion.
Thrives under pressure and is energized by high-stakes environments, competing priorities, and situations where structure doesn’t yet exist.
Bias for action with a low tolerance for ambiguity as an excuse to wait — drives toward clarity and moves work forward before being asked.
Builder mentality energized by creating new systems, playbooks, and templates from the ground up.
Continuous improvement mindset always refining and optimizing how work gets done.
Flexibility and range to move between structured event program execution and ambiguous special projects without losing momentum.

Technical Skills

Strong proficiency in project and program management tools such as Workfront, Smartsheet, Asana, or similar.
Advanced PowerPoint and Excel skills for executive reporting and tracking.
Experience building dashboards, trackers, and workflow documentation.
Familiarity with Microsoft Loop and Teams environments.
Experience leveraging AI tools to enhance operations and streamline workflows.

What Success Looks Like

First 30 Days

Ramp on active event programs, content workstreams, and stakeholder landscape.
Build working relationships with core cross-functional partners.
Assess current gaps in process, tracking, and governance — and come in with a point of view, not just observations.

First 90 Days

Establish structured operating cadence across programs including status, tracking, and reporting.
Take ownership of day-to-day event content operations with minimal oversight.
Introduce initial process improvements and standardization.

First 6 Months

Deliver a scalable, repeatable operating model for event content execution.
Improve on-time delivery, visibility, and stakeholder alignment across programs.
Establish centralized playbooks and measurable improvements in execution quality.
Begin contributing to cross-team special projects and broader PSM initiatives as assigned.

FD21 For positions in this location, we offer a base pay of $165,500 - $289,600, 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.

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