Manager, Flagship Event Content Management

Job description

If you're energized by shaping the stories customers experience on ServiceNow's biggest stages, thrive in highly matrixed environments, and know how to balance strategy, storytelling, and operational excellence, this role was built for you. Role Overview Own content planning and delivery for ServiceNow's flagship events, including the AI Summit series and Knowledge. This role is accountable for whether the content is right: aligned to the current platform narrative, appropriate to the audience, and consistent across regions and formats. It owns the content standard across these moments, ensuring sessions connect to the broader platform story and deliver a cohesive experience regardless of region, audience, or format. Subject matter expertise sits with Product and Solutions Marketing content leads; this role ensures the sum of their work reads as one program. It also leads high-visibility special projects that shape how the team operates. This role sits within Product and Solutions Marketing and partners closely with Strategic Events, Field Marketing, Brand, Communications, and other cross-functional teams in a highly matrixed environment. Success requires influencing stakeholders, driving alignment, and maintaining quality standards without direct authority. This is an individual contributor role reporting to the Director, Flagship Programs. Why This Role Matters ServiceNow's flagship events are where strategy becomes reality. They are the moments when customers, prospects, partners, analysts, and employees experience the power of the platform firsthand. This role serves as the steward of that experience, ensuring content across Knowledge, AI Summits, and future flagship programs tells one connected story. By bringing together narrative strategy, content governance, and operational rigor, this role directly influences how the market understands ServiceNow's platform, innovations, and vision at scale. Key Responsibilities Event Content Strategy & Portfolio Management (25%) Own the end-to-end content strategy and portfolio for AI Summits, Knowledge, and flagship event experiences, ensuring content priorities support business objectives, audience needs, and event outcomes. Manage the governed Product and Solutions event content catalog, including versioning, refresh cycles, approvals, and distribution for field marketing and regional stakeholders. Partner with regional stakeholders to ensure content meets local market needs without fragmenting the global story. Drive speaker planning, identification, enablement, and content readiness activities in partnership with Product & Solutions Marketing, event teams, and executive stakeholders. Maintain a consolidated view of content readiness and proactively surface risks before they impact delivery. Maintain a holistic view of flagship event content across products, solutions, industries, and executive priorities to ensure a balanced, connected customer experience. Connect event content planning to broader product launches, marketing campaigns, and corporate narrative priorities, ensuring flagship programs reinforce ServiceNow's strategic business objectives. Advocate for audience relevance and customer value, ensuring content experiences are tailored to target audiences while maintaining narrative consistency. Narrative Stewardship & Content Governance (25%) Identify content gaps, overlap, and fragmentation across portfolios and recommend solutions that improve audience understanding and business impact. Establish content governance standards and decision frameworks that balance stakeholder needs with narrative consistency, quality standards, and audience relevance. Partner with senior Product and Solutions Marketing leaders, executives, and content stakeholders to align event content priorities with strategic business objectives and executive communications needs. Expo & Experiential Content (20%) Own strategy, messaging, and content delivery for expo demos, demo headers, signage, and story pods (not demo development, technical implementation, or vendor management). Partner with product and solution leads and expo program owners to ensure consistent storytelling across experiences and zones. Program Insights, Communication, and Continuous Improvement (15%) Run retrospectives, surveys, and feedback programs across major events and translate findings into actionable improvements. Develop frameworks, dashboards, reporting, and planning tools that improve decision-making and program execution. Establish operating rhythms, decision frameworks, status reporting, and governance mechanisms that reduce fragmentation and rework. Produce executive-ready updates, recommendations, and decision-support materials. Leverage AI to accelerate content planning, readiness reviews, audience analysis, executive reporting, and post-event insights. Identify opportunities to modernize content operations through AI-enabled workflows, automation, and scalable governance frameworks that reduce manual effort and improve content quality. Special Projects (15%) Lead high-visibility, cross-functional initiatives assigned by the Sr. Director, including governance programs, new event formats, executive deliverables, and operational improvements. Create structure, alignment, and momentum working with ambiguity and under compressed timelines. What Makes Someone Successful Here Editorial judgment. Evaluates content against audience, narrative, and business priorities, not just completion status. Can provide constructive feedback and influence content quality across stakeholders. Content governance mindset. Balances stakeholder needs with the responsibility to maintain narrative consistency, quality standards, and audience relevance. AI proficiency. Uses AI tools to accelerate planning, analysis, content development, and operational execution. Comfort with ambiguity. Creates clarity, structure, and progress where there are unknowns. Raises the bar. Continuously improves programs, pro