Senior Manager, ServiceNow Strategy and Program Management

Bethesda MD Marriott

Job Number 24110268
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management

 We are looking for a strategic thinker who is passionate about driving meaningful and impactful change, thrives in dynamic and fast pace environment and who also is equally as passionate about the ServiceNow.   Our ServiceNow practice is growing and we are seeking a ServiceNow Strategy and Program Manger to be a part of our journey towards transformation and innovation. This is a highly visible role that offers an exciting opportunity to do do strategy planning, roadmap development, governance, and program management while contributing to the overall success of our organization.


As a Senior Manager – ServiceNow Strategy and Program Management at Marriott in the ServiceNow Organization, you will be an integral part of the ServiceNow Leadership team in supporting strategic initiatives aimed at enhancing our stakeholders and customers experience, enabling platform adoption,  and enabling customer success while mitigating risks.  You will work closely with Senior leaders across various organizations to develop ServiceNow program roadmaps, strategic recommendations, analyze data, assist in the execution of key projects as well as establishing a governing function for the ServiceNow Program.  The ServiceNow team operates across three functions: Platform Operations, Asset and Configruation Management, and Architecture.  All three functions as a Center of Excellence for the ServiceNow platform. Each function serves as a cornerstone, strategically aligned to enable success across our stakeholders and customers.  The ServiceNow Strategy and Program Manager must be able to understand what the stakeholders needs are, have the ability to understand if the technology can support it without any conflicts, and ultimately influence leaders in to a decision.  The candidate must be able to define polcies and help enforce them or refine a process to enforce them.


Required Qualifications, Capabilities, And Skills

  • Bachelor’s Degree in Computer Science, Engineering, or a related discipline; or the equivalent combination of education, technical training, or work/military experience
  • 7+ years in Information Technology field with a minimum of:
  • 5+ years in a Program Management and/or Strategy Management
  • 5+ years creating and delivering presentations and project plans
  • 5+ years experience working with ServiceNow
  • Certified ServiceNow Admnistator (CSA)
  • Proven ability to effectively prioritize, resolve issues and execute against deliverables in a high-pressure environment.
  • Prior experience working within an agile framework or methodology (i.e. SAFe, Scrum, Kanban)
  • Demonstrated ability to lead cross-functional initiatives with significant technology and operational components, manage project timeline, effectively and drive projects to successful outcomes.
  • Capacity to think critically, anticipate future needs, develop solutions to complex challenges, and communicate complex ideas both verbally and written forms of communication effectively influence stakeholders and drive alignment.
  • Robust analytical skills, including the ability to analyze complex data, identify trends, drive actionable insights and develop and communicate recommendations
  • Familiarity with data analytics tools and techniques, including data visualization, data analysis, and data modeling to uncover insights and support decision making.
  • Ability to thrive in a fast-paced, dynamic environment, adapt to changing priorities and effectively manage ambiguity while maintaining focus on strategic objectives
  • Strong interpersonal skills that enable building and maintaining effective relationships with internal and external stakeholders, fostering collaboration and driving consensus and the ability to influence without authority / direct accountability


  • Proven experience in establishing standards and governance.
  • Cultivating relationships, customer centricity, and a passion for establishing workflows that automate or simplify processes.
  • Understanding of Agile/Lean, Design Thinking and Riskiest Assumption Testing methods.
  • Experience with developing business cases.
  • Strong business acumen to be able to explain the technology to executives and strategic leaders.
  • Experience in working in regulatory environments.
  • Evident ability to identify emerging and innovation solutions and then craft them to address current and future technology challenges.
  • ITIL v4 Foundation or higher
  • SAFe Agile Certified Product Owner certification


  • Provide strategic leadership and support for the ServiceNow program that has ambigitious long-term plans for growth in a complex environment.
  • Uphold various responsibilities for Strategic Planning, Portfolio Management, Data Analysis, Stakeholder Engagement, Organizational Change Management and Continuous Improvement
  • Support the development and implementation of operating strategies that align with Organizational goals and to drive sustainable growth.
  • Support the governance, planning, execution and benefits realization of strategic initiatives across the organization; works transcendently across the organization to articulate proposals for the benefit of the ServiceNow Program.
  • Leverages data and analytics to uncover insights, identify trends and inform strategic decision making
  • Builds strong relationships with internal and external stakeholders to enable alignment and collaboration to define and execute on the ServiceNow teams strategic vision.
  • Lead strategic initiatives and manage priorities across the ServiceNow Program.
  • Review demand intake with strategic leaders.
  • Establish a Governance operating model for the ServiceNow program focusing on data ownership and standards management.

Managing Work, Projects, and Policies 

  • Coordinates and implements work and projects as assigned.
  • Generates and provides accurate and timely results in the form of reports, presentations, etc.
  • Analyzes information and evaluates results to choose the best solution and solve problems.
  • Develops specific goals and plans to prioritize, organize, and accomplish work.
  • Sets and tracks goal progress for self and others.
  • Monitors the work of others to ensure it is completed on time and meets expectations.
  • Provides direction and assistance to other organizational units’ policies and procedures
  • Provides efficient control and utilization of resources.

Leading Team

  • Creates a team environment that encourages accountability, high standards, and innovation.
  • Leads specific team while assisting with meeting or exceeding department goals.
  • Makes sure others understand performance expectations.
  • Ensures that goals are being translated to the team as they relate to tracking and productivity.
  • Creates and nurtures an environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
  • Understands employee and develops plans to address need areas and expand on the strengths.
  • Provides the team with the capabilities needed to meet or exceed expectations.
  • Leads by example demonstrating self-confidence, energy and enthusiasm.

California Applicants Only: The salary range for this position is $96,038 to $209,169 annually.

Colorado Applicants Only: The salary range for this position is $96,038 to $190,154 annually.

Hawaii Applicants Only: The salary range for this position is $116,205 to $209,169 annually.

New York Applicants Only: The salary range for this position is $96,038 to $209,169 annually.

Washington Applicants Only: The salary range for this position is $96,038 to $209,169  annually. In addition to the annual salary, the position will be eligible to receive an annual bonus. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.  Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected.  Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD;  candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.

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