Project Lead

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.

Job Description

Job Summary

We are seeking an experienced and highly organized Global CRM Project Lead to support and drive cross-functional, strategic initiatives for our Solution Consulting organization. This individual will play a pivotal role in leading CRM-related programs that enhance our global go-to-market (GTM) effectiveness, streamline operations, and support the vision of the Solution Consulting leadership. You’ll work closely with a highly technical, diverse team and be responsible for orchestrating multiple concurrent workstreams, setting and managing timelines, driving adoption of best practices, and ensuring data-driven decision-making through robust metric tracking.

Key Responsibilities

• Program Leadership: Lead global CRM-focused projects that align with the strategic objectives of the Solution Consulting team and broader GTM functions.
• Project Management: Define scope, set clear milestones and delivery dates, track progress, and manage risks to ensure program success.
• Cross-Functional Collaboration: Partner with technical stakeholders, operations teams, and regional SC leadership to ensure alignment, buy-in, and delivery.
• Drive Operational Excellence: Implement and scale GTM best practices through system enhancements, process improvements, and change management strategies.
• Performance Metrics: Establish and track KPIs to measure impact and progress of key initiatives, ensuring outcomes are tied to business value.
• Communication & Reporting: Provide regular updates to executive stakeholders, escalate issues as needed, and deliver concise, data-backed insights.
• Team Orchestration: Coordinate cross-functional contributors and facilitate effective collaboration across global time zones and disciplines.

Qualifications

Required Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 10+ years of experience leading complex, global projects or programs, ideally in enterprise software or SaaS organizations.
• Strong background in CRM systems (Salesforce or similar) and GTM processes.
• Proven ability to drive execution, prioritize workstreams, and deliver results across matrixed teams.
• Exceptional organizational skills and attention to detail.
• Excellent communication, stakeholder management, and presentation skills.
• Experience working with technical teams, including Solution Consultants, engineers, and product managers.
• Proactive, strategic thinker who thrives in a fast-paced, evolving environment.

Preferred Qualifications

• PMP or Agile certification a plus.
• Familiarity with Solution Consulting or PreSales organizations.
• Experience in a global role supporting geographically dispersed teams.
• Travel, as required.

Additional Information

• FD21
• Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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.