🕒 yesterday
Lead complex AI deployments for strategic enterprise customers, owning delivery from planning through launch and adoption while coordinating teams, resolving risks, and measuring customer value.
Senior IT Program Manager
🕒 2 days ago
IT Program ManagementCustomer Service TransformationServicenowCSM
📜 Description
- Lead complex IT programs from initiation through execution, risk management, and delivery.
- Drive customer service transformation through process redesign, platform implementation, adoption, and measurable customer outcomes.
- Coordinate teams across business units, IT, and vendors to align scope, milestones, timelines, and outcomes.
- Partner with ServiceNow owners, architects, and implementation partners on releases, configuration, integrations, and roadmap priorities.
- Track program health, surface issues, and manage risks, scope, and dependencies.
- Facilitate steering meetings, retrospectives, and decision forums; report progress and outcomes to stakeholders and executives.
🛠️ Requirements
- 5+ years of experience leading IT programs with multiple workstreams, external vendors, and executive-level reporting, ideally in a complex, enterprise environment.
- Proven success delivering programs with cross-functional teams, external vendors, and multiple stakeholders.
- Experience leading customer service or support transformation initiatives (e.g., support operations redesign, case management modernization, self-service/knowledge enablement, or service-level improvements).
- Hands-on experience delivering programs on the ServiceNow platform (e.g., CSM, ITSM, or related modules).
- Strong command of program/project management tools and methodologies (Agile, Waterfall, Jira, Smartsheet, etc.)
- Experience managing risk, scope, and dependencies across teams with competing priorities.
- Exceptional communication and stakeholder engagement skills, including executive level reporting.
- Ability to lead without authority, influence outcomes, and foster collaboration across organizational boundaries.
- Bachelors’ degree in Business, Technology or related field.
- Project Management Professional or PRINCE certification
✨ Benefits
- Competitive salary, performance bonuses, generous 401(k) Match
- Gym memberships
- Workout equipment
- Meditation apps
- Unlimited Sick Days
- Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women’s Leadership Development, which exist as places for support, allyship, and advocacy.
Full job description
At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
Senior IT Program Manager
Why We Have This Role
We are looking for an experienced Senior IT Program Manager to play a critical role in driving the successful delivery of programs that align business priorities with technology strategy. This role ensures we deliver value to the business while managing dependencies, risks, and communications across teams. You’ll be instrumental in creating structure and accountability in our IT delivery process.
How You’ll Find Success
- Program Execution: Lead large-scale, cross-functional programs and keep delivery aligned to business outcomes.
- Stakeholder Partnership: Proactively build trust quickly with stakeholders across IT, business, and external vendors.
- Change Navigation - Anticipate blockers and manage ambiguity with composure and clarity.
- Clear Communication - Translate technical and delivery details into compelling updates tailored to your audience. Keep everyone - from engineers to executives - informed with crisp, clear updates.
- Delivery Accountability - Define success metrics up front, track them throughout the program, and report on outcomes.
How You’ll Grow
- Enterprise Exposure - Gain exposure to enterprise-level program governance and cross-org planning process.
- Cross-Functional Collaboration - Build partnerships with IT strategy, enterprise architecture, and executive sponsors.
- Delivery Frameworks - Contribute to maturing our program management practices through playbooks, frameworks and mentoring.
- Expand your impact by shaping repeatable delivery models for future transformation initiatives.
Things You’ll Do
- End-to-End Program Management - Lead complex IT programs, from initiation through execution, risk management, and delivery.
- Requirement Analysis: Evaluate business processes, anticipate requirements, and uncover areas for improvement.
- Lead customer service transformation programs, from process redesign and platform implementation through adoption and measurable improvement in customer outcomes.
- Collaborate with stakeholders to define scope, success metrics, and delivery milestones.
- Manage multiple project teams across business units, IT, and vendors, ensuring aligned timelines and outcomes.
- Partner with ServiceNow platform owners, architects, and implementation partners to plan releases, manage configuration and integration dependencies, and prioritize the roadmap.
- Track program health using appropriate tools and metrics, ensuring issues are surfaced and addressed.
- Conduct steering meetings, retrospectives, and decision forums with executive and operational stakeholders.
What We’re Looking For On Your Resume
- 5+ years of experience leading IT programs with multiple workstreams, external vendors, and executive-level reporting, ideally in a complex, enterprise environment.
- Proven success delivering programs with cross-functional teams, external vendors, and multiple stakeholders.
- Experience leading customer service or support transformation initiatives (e.g., support operations redesign, case management modernization, self-service/knowledge enablement, or service-level improvements).
- Hands-on experience delivering programs on the ServiceNow platform (e.g., CSM, ITSM, or related modules).
- Strong command of program/project management tools and methodologies (Agile, Waterfall, Jira, Smartsheet, etc.)
- Experience managing risk, scope, and dependencies across teams with competing priorities.
- Exceptional communication and stakeholder engagement skills, including executive level reporting.
- Ability to lead without authority, influence outcomes, and foster collaboration across organizational boundaries.
- Bachelors’ degree in Business, Technology or related field.
- Project Management Professional or PRINCE certification
What You Should Know About This Team
- Supportive environment with opportunities to work both autonomously and collaboratively
- Fun, inviting, and inclusive team made up of passionate, kind, and smart people who exemplify what it means to be Customer Obsessed
- Continuous Improvement guides our path forward
Our Team’s Favorite Perks and Benefits
- Competitive salary, performance bonuses, generous 401(k) Match
- Wellness Reimbursement for $300 per quarter for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
- Unlimited Sick Days
- Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women’s Leadership Development, which exist as places for support, allyship, and advocacy.
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life. #hybrid
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
Not finding a role that’s the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.
For full-time positions, this pay range is for base per year; however, base pay offered within this range may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer. Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, paid time off, a wellness reimbursement, and mental health benefits. For a detailed look at our benefits, visit Qualtrics US Benefits.
Washington State Base Annual Pay Transparency Range
$145,500-$176,500 USD
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