Role Description The Program Director is a senior delivery leader operating as an individual contributor, accountable for orchestrating and enabling the successful execution of large-scale, complex programs—often spanning multiple projects, geographies, and business units. This role is responsible for strategic leadership, program governance, stakeholder engagement, and ensuring the delivery of transformative business outcomes through the ServiceNow platform. While the primary focus is on strategic oversight and leadership, the Program Director is expected to demonstrate the capability and willingness to engage hands-on when needed—rolling up their sleeves to drive progress, solve problems, and ensure success. Key Responsibilities - Set strategic direction for a select group of complex programs, ensuring alignment with business goals and customer value. - Oversee and enable Program Managers and Project Managers, ensuring consistent delivery in accordance with established standards and ServiceNow best practices. - Ensure robust processes and forums are in place to effectively manage and control risk, change, resources, and financials. - Build and maintain strong relationships with executives, partners, and customers; provide executive-level updates and act as a trusted advisor, guiding the customer on actions required for success. - Foster a high-performance, collaborative team culture by critically assessing the skills required to achieve a successful outcome. - Ensure alignment and collaborate with Customer Success to deliver measurable business outcomes and maximize value realization for customers. - Collaborate with Customer Success to establish comprehensive Program Governance (Strategic, Portfolio, Technical, Program, and Project). - Support pre-sales by shaping solutions, contributing to proposals, assessing delivery risks and lead the efforts around program structure and governance for large opportunities. - Champion the adoption of AI-driven delivery methodologies to accelerate implementations. Qualifications - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. - 15+ years of progressive experience in professional services, program management, or equivalent roles within large, complex consulting organizations. - Extensive experience with SaaS platforms and organizations, especially ServiceNow, including relevant product trainings. - Ability to articulate a compelling Platform Story and the business challenges ServiceNow can address; familiarity with ServiceNow product configuration is a plus. - Demonstrated success in providing oversight for multi-million-dollar, multi-project programs for strategic accounts. - Demonstrated expertise in enabling customers to adopt and integrate AI and automation solutions. - Extensive experience in supporting customers through business transformations (OCM) and guiding them through high-level organizational change elements while driving technical transformation. - Strong financial acumen, with experience in program budgeting, forecasting, and value realization. - Excellent communication, negotiation, and executive stakeholder management skills. - Project Management certification (PMI – PgMP, MSP, or equivalent) and Agile/Scrum/SAFe experience is a plus. - Ability to travel as required (up to 50%). Company Description 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.

• Shape, communicate, and execute a compelling product strategy, aligning with customer needs and company objectives • Define and own the product vision and multi-year roadmap, managing trade-offs and prioritization between core platform, new product development, and innovation to drive adoption, customer satisfaction, retention, and global growth • Represent the voice of the customer through direct engagement and research • Anticipate shifts in healthcare delivery, reimbursement, regulation, and technology • Champion use of AI in how we work and what we deliver • Champion deep customer and user understanding to elevate design thinking and user-centered innovation • Ensure design and product teams create intuitive, workflow-aligned, and accessible experiences that reduce cognitive and administrative burden • Build strong relationships with internal stakeholders, including senior leadership and cross-functional teams, to ensure product alignment with company objectives • Align product goals with broader organizational initiatives • Establish and maintain relationships with external customers and partners to inform product development and ensure customer satisfaction • Translate market insights into differentiated product offerings • Define key performance indicators (KPIs) for product success and implement mechanisms for tracking, reporting, and reacting to performance data.

• Assist in achieving sales targets, monthly and annually • Assist in the development of sales strategies and action plans for the market based on the respective marketing plans that ensure attainment of company sales goals and profitability • Implementation and execution of all agreed strategic activities in accordance with the sales strategy • Liaising with global Business Development team - with respect to the effective evaluation exploitation and implementation of various business opportunities in designated territories • Ensuring that all internal resources, where needed, are utilized effectively to ensure that sales targets are achieved • Responsible for the performance, coaching and development of the regional BD team • Conduct one-on-one reviews with direct reports to build more effective communications, to understand training and development needs, coaching needs and to provide insight for the improvement of sales and activity performance • Assist regional team in preparation of proposals and presentations • Implements Performance Improvement Programs for direct reports not achieving sales targets • Ensures that all direct reports meet or exceed all activity standards for prospecting calls, appointments, presentations, proposals and closes • Delegates authority and responsibility with accountability and follow-up to the regional team • Conducts regular coaching with direct reports to build motivation and selling skills

• Lead the design, protocol development, and execution of prospective observational studies, registries, and retrospective database assessments across early cancer detection programs • Shape post-market evidence generation strategies by isolating critical clinical utility and implementation hurdles that can be resolved via real-world data assets • Translate clinical and market requirements into rigorous, practical study designs, specifying target populations, clinical endpoints, and analytic frameworks • Systematically identify and mitigate sources of bias, confounding factors, and missing data variance inherent in real-world healthcare datasets • Design protocols evaluating clinical utility across diverse populations, ensuring the data generated directly supports precision interventions for individual patients and families • Partner across Clinical Science, Medical Affairs, Product Management, and Market Access to prioritize evidence generation initiatives based on regulatory and clinical urgency • Collaborate with Biostatistics and Data Science to engineer statistical analysis plans, interpret data findings, and deliver clinical contextualization • Extract empirical evidence from early commercial and Laboratory Developed Test (LDT) cohorts to isolate adoption variables, diagnostic compliance, and real-world clinical workflows • Deliver real-world data assets that dismantle payer coverage barriers and ground product positioning strictly in clinical utility metrics • Convert complex epidemiological findings into clear, high-integrity scientific narratives for internal product governance and external healthcare stakeholders • Spearhead the development of peer-reviewed abstracts, posters, presentations, and core manuscripts for major oncology and diagnostic conferences • Engage with external clinical collaborators, investigators, and key opinion leaders (KOLs) to advance the platform base for early cancer detection