Leads complex ServiceNow customer programs from planning through delivery, ensuring on-time, on-budget execution and alignment with business outcomes. Responsibilities include governance, scope, timelines, risks, change management, resourcing, reporting, financials, stakeholder communication, partner coordination, and team leadership. The role manages multiple workstreams and projects, mentors delivery teams, resolves deviations, supports business development for major engagements, and applies ServiceNow’s NowCreate methodology.