Senior Manager, Event Content Program Management & Operations

About this role

Role Overview
You thrive where structure meets scale. You can orchestrate hundreds of interconnected content deliverables across global programs, spot downstream dependencies before they impact execution, and bring operational clarity to fast-moving, high-visibility initiatives. If that sounds like your ideal Wednesday, keep reading.
The Senior Manager, Event Content Program Management & Operations partners with the Flagship Programs and Event Content leadership to establish structured event content operating models and deliver flawless execution across ServiceNow’s most visible marketing moments: Knowledge, World Forums, and AI Summits.
This role goes beyond session and presentation management. You will drive end-to-end program management of complex content ecosystems spanning content strategy, keynote content management, session recommendations, presentation quality, on-site demo signage, and recurring content updates that reflect the latest product roadmap innovations and announcements. You own the full event content lifecycle — from pre-event planning and content availability through live execution and post-event operations — across ServiceNow’s first-party flagship programs. You will be the operational backbone of the event content function, a trusted partner to the Flagship Programs leader, and a collaborator across the broader PSM Launch Office & Flagship Programs leadership team on special projects and initiatives that don’t fit neatly into a single function.
You don’t need a clean handoff to get started, and you’re just as effective owning five things at once as you are going deep on one.
This is a high-impact, high-visibility role for someone who is energized by building, thrives in complexity, and brings a rigorous, PMP-style approach to execution at scale.
Key Responsibilities
Event Content Program Management & Execution (50%)

• Own end-to-end program management of event content operations across multiple concurrent programs including Knowledge, and tier 1 3rd party events (such as, MSFT Ignite, AWS re:Invent and more).

• Lead the ongoing communication and activation of strategic event narratives across stakeholders, teams, and customer-facing channels.

• Orchestrate execution across workstreams including Product Marketing, Events, Regional and Field Marketing, and Customer Marketing.

• Own the annual third-party event planning recommendation process, project managing PSM’s assessment and prioritization of external event participation across the portfolio.

• Manage event-to-event content availability, ensuring the right content is identified, prepared, and accessible across Knowledge, and tier 1 3rd party events.

• Manage complex content portfolios and quarterly refreshes reflecting the latest product innovations and announcements.

• Ensure alignment between corporate narrative messaging strategy and content execution across all sessions and supporting touchpoints.

• Drive cross-functional accountability to deadlines, deliverables, and dependencies.

• Lead program-level cadence including weekly stakeholder updates, timeline and deliverable tracking, and risk escalation.

• Surface blockers and trade-offs early and drive resolution with appropriate stakeholders.

• Partner with stakeholders to ensure quality control, consistency, and completeness across all event content outputs.

• Deliver executive-ready program reporting with clear insights into program health.

Program Infrastructure & Operating Model (30%)

• Design and implement scalable operating models for event content planning, tracking, and execution.

• Build reusable templates, playbooks, checklists, and workflow documentation that scale across event programs.

• Build and own the content availability operating model for first-party events, establishing the intake process, tracking infrastructure, and governance that scales from event to event.

• Establish systems of record for timelines, milestones, dependencies, risks, and deliverables.

• Partner closely with the PMO Excellence and Launch Operations Senior Manager to ensure event content programs connect to the broader PSM execution infrastructure.

• Champion PMO best practices including scope management, timeline discipline, dependency tracking, and risk mitigation.

• Drive continuous improvement through retrospectives and program learnings across events.

• Identify opportunities to improve efficiency through AI-enabled workflows, automation, and tooling.

• Build and evolve a centralized event content playbook that scales across global programs.

Cross-Team Special Projects (20%)

• Take on ad hoc program management responsibilities across the PSM Launch Office and Flagship Programs team as assigned, including initiatives that span functions or require dedicated coordination without a permanent home.

• Support business operations responsibilities over time as the team’s operating model matures.

To be successful in this role you have:
Experience:

• 8 to 12 years of program management experience within B2B enterprise technology or large-scale marketing organizations.

• Direct experience managing event content operations including sessions, speakers, agendas, or large-scale content programs.

• Proven experience building or scaling program management infrastructure including templates, operating models, and governance frameworks.

• Familiarity with flagship event environments such as global conferences and summits and the associated content lifecycle.

• Experience managing complex multi-workstream programs with high stakeholder density and tight timelines.

Core Competencies

• Program management rigor with strong command of scope, schedule, dependency mapping, risk management, and governance.

• Operating model design with the ability to bring structure and clarity to complex, ambiguous environments.

• Program orchestration at scale across large, interdependent workstreams and functions.

• Executive communication that distills complexity…