Principal Technical Program Manager

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.

Overview: 

ServiceNow’s Success, Technology, Experience, and Platform (STEP) org is the largest organization in the company, comprised of all Products and Platform teams, along with our world-class Customer Success and Experience teams.  We are leveraging the unlimited potential of our platform across every industry, geography, solution, and persona to consistently deliver product and platform experiences our customers love.  We are seeking an execution-focused Principal Program Manager to join our team. The ideal candidate will act as the deputy Generative AI Program Director responsible for overseeing the program and operations across all ServiceNow workstreams. This is an opportunity to optimize processes to span across Generative AI stakeholders and drive outcomes across cross-functional teams.    The successful candidate is a results-oriented self-starter with strong program management skills, technical expertise, and exceptional communication abilities to ensure successful execution, go-to-market, implementation, and customer satisfaction. You will work in a dynamic environment to bring your programs to life and see them through to successful completion while cultivating collaboration and driving business outcomes. You will think strategically, while driving the tactical execution of large cross-organizational programs, from initial conception, through program development, delivery, and transition to operations. 

Responsibilities: 

• Centrally manage high visibility complex programs with multiple workstreams across cross-functional teams like product, engineering, sales, marketing, finance, and infrastructure. 
• Drive the overall prioritization, project plan, milestones, deliverables, and success criteria for a portfolio of programs.  
• Identify, assess, prioritize, and mitigate risks to meet program objectives.  
• Coordinate and facilitate executive-level meetings and large cross-functional events. 
• Simplify complex issues into a crisp, actionable executive-level status. 
• Translate business objectives into execution strategy (tactical and strategic), lead and successfully execute the strategy through strong collaboration and agile leadership. 
• Develop metrics and data models to drive recommendations that accelerate decisions. 
• Develop trusted relationships with key technology, functional leaders and stakeholders to drive focus on the strategic program objectives and optimize program delivery. This includes establishing regular cadences and holding resources accountable for their responsibilities within the program. 
• Build process, template, and training artifacts. 
• Execute change management initiatives to ensure successful cross-organizational adoption of new processes. 
• Analyze trends and data to create reports and dashboards providing actionable insights to leadership. 
• Track and allocate resources effectively to ensure smooth program execution. 

Ongoing Initiatives Include: 

• Develop required documentation such as process design documents, workshop agenda & presentations, use cases, roles/responsibilities. 
• Communicate and collaborate among cross-functional teams in a multinational environment for recommendations and assisting teams with resolving critical path technical issues and challenges. 
• Proactively identify and address issues with internal business units and engineering teams. 
• Analyze processes and outcomes to identify root causes & drive opportunities for improvement. 
• Lead by example, as a thought leader and subject matter expert in agile methods and agile product delivery. 
• Demonstrate visible leadership through internal presentations, improving transparency, and radiating information. 
• Establish, collect, and enable the reporting of key quality and product delivery process metrics to executives, organizational leaders and teams. 

Preferred Qualifications: 

• Extensive experience driving large-scale, complex global change initiatives and programs to successful implementation. 
• Experience designing and building metrics, KPIs, and dashboards. 
• Solid experience in requirements gathering, including experience in creating process documentation. 
• Experienced with problem diagnosis, solution development, client communications, facilitation of decision-making, documentation, managing client expectations and team leadership. 
• Results-oriented, focusing on outcomes and accomplishments and thinking in terms of progress towards the big goal. 
• Ability to operate in a fast-paced, matrixed environment. 
• Excellent facilitation skills in leading planning meetings, reviews, and retrospectives, including the ability to concisely and accurately communicate to executive leadership 
• Proven track record of using agile techniques to manage large-scale and complex projects. 
• Ability to efficiently context switch amongst multiple projects. 
• Ability and desire to travel to ServiceNow locations worldwide. 

Basic Qualifications: 

• 12+ years of technical and non-technical portfolio/program management experience building programs on a global scale
• 6+ years of that dedicated to running large engineering programs; basic knowledge of cloud infrastructure or
• 8+ years and a Master's degree; or equivalent experience. 

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $207,300 - $362,700, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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. 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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