Capital Projects Program Manager

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
We are seeking an exceptionally experienced and results-oriented Capital Projects Program Manager to drive the successful delivery of a critical portfolio of large-scale tenant improvement (TI) capital projects across the EMEA region. In this high-impact role, you will strategically manage multiple concurrent projects, each ranging from 1M to over 20M, from concept through completion. You'll ensure all projects are delivered with excellence - on time, within budget, and to the highest quality standards - directly contributing to our world-class workplace environments.
Reporting to the Director, Global Workplace Design & Construction, you will be a key regional leader, collaborating closely with global and regional teams. This role demands a proven track record in capital project program management, a deep understanding of tenant improvement processes, and the ability to navigate complex stakeholder landscapes across diverse EMEA markets.
Key Responsibilities
Program & Project Delivery Leadership (Tenant Improvements)

• Oversee the entire lifecycle of multiple, concurrent large-scale tenant improvement projects ($1M - $20M+) across the EMEA region, ensuring successful delivery from design development and procurement through construction, commissioning, and close-out.

• Implement and champion robust program management methodologies and best practices for tenant improvement projects, ensuring consistency, efficiency, and adherence to global governance standards.

• Drive accountability for project performance, ensuring individual projects within your assigned program adhere to scope, budget, schedule, and quality requirements.

• Lead the selection, negotiation, and management of regional vendors, general contractors, architects, and consultants, fostering strong partnerships and ensuring optimal performance within the EMEA market.

• Proactively identify, assess, and mitigate program-level risks specific to tenant improvement projects in EMEA, including local regulations, market fluctuations, and operational challenges.

Capital Planning & Financial Stewardship

• Play a key role in the annual and multi-year capital planning process for EMEA tenant improvement projects, providing crucial regional insights, project forecasts, and budget recommendations to the Director, Global Workplace Design & Construction.

• Manage and optimize regional program budgets, including detailed forecasting, expenditure tracking, cost control, and identifying value engineering opportunities across your assigned portfolio.

• Monitor individual project expenditures and overall program financial performance, providing accurate, timely, and insightful reporting to the Director and relevant stakeholders.

• Ensure adherence to financial controls and procurement policies for all capital project expenditures.

Strategic Stakeholder & Partnership Management

• Serve as a primary point of contact and strategic partner for regional and global internal stakeholders (e.g., Real Estate & Facilities, IT, HR, Legal, Security, local business leadership) and external partners across EMEA.

• Facilitate clear, consistent, and proactive communication regarding program status, risks, milestones, and financial performance to all relevant stakeholders, including contributing to executive-level reporting.

• Collaborate with internal design teams and external consultants to ensure that tenant improvement projects align with global design philosophy, aesthetics, and established design standards and guidelines.

• Support change management initiatives related to new office spaces and significant tenant improvements, ensuring smooth transitions for employees.

Continuous Improvement & Compliance

• Contribute to the continuous improvement of capital project delivery processes and tools, sharing best practices and lessons learned from the EMEA region.

• Ensure all tenant improvement projects are delivered in strict compliance with relevant local EMEA regulations, building codes, environmental standards, and company policies.

Qualifications

• Bachelor's degree in Construction Management, Architecture, Engineering, Facilities Management, or a related field. A Master's degree or relevant advanced certification is a plus.
• PMP (Project Management Professional) certification or other equivalent certifications (e.g., PgMP, RICS, APM) are highly preferred.

• 10+ years of progressive experience in program or senior project management, with a minimum of 7 years specifically managing large-scale capital projects (>$1M, preferably >$5M per project) focused on tenant improvements and office fit-outs in a corporate real estate setting.

• Demonstrated expertise in managing tenant improvement projects across the EMEA region, including a strong understanding of local regulations, market dynamics, and cultural nuances in diverse countries.

• Proven track record of successfully managing multiple concurrent capital projects (program management), delivering them on time, within budget, and to high-quality standards.

• Strong understanding of the tenant improvement project lifecycle, including design management, procurement, construction administration, and close-out.

• Solid financial acumen, with extensive experience in developing, managing, and contributing to multi-million dollar capital project budgets.

• Exceptional leadership, negotiation, problem-solving, and decision-making skills with the ability to influence and align diverse stakeholders at all organizational levels.

• Excellent communication and interpersonal skills, capable of building strong relationships and presenting complex information clearly and concisely to senior leadership.

• Ability to thrive in a fast-paced, high-growth, global environment, demonstrating resilience and adaptability.

• Fluency in English is required; proficiency in other EMEA languages (e.g., German, French, Dutch) is a significant advantage.
• Experience working for or closely with leading global technology companies known for innovative workplace solutions.
• Familiarity with advanced project management software and tools (e.g., Procore, Smartsheet, BIM 360).

• Knowledge of sustainable building practices (e.g., LEED, BREEAM) and smart building technologies within the context of tenant improvements.

• Experience with complex lease agreements and work letters pertaining to tenant improvements.

Additional Information
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 and their assigned work location. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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