Staff Technical Program Manager - job 4 of 9

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

NOTE: This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.

Team & Role
Cloud Services PMO

ServiceNow’s Cloud Services Program Management team is responsible for program delivery across our cloud environment, touching all elements of the cloud infrastructure, services and operations. The scope of programs includes global environment and technology deployments, operations standardization and continuous improvement, new product introductions, and customer migrations.  The team is a key enabler for the cloud services, product development, go-to-market, support, security and compliance teams.

The ideal candidate is passionate about the customer experience, service scalability and operational excellence. We need someone who is uncompromising in delivery of high quality, scalable, and sustainable solutions quickly. The successful candidate will have experience leading cross-functional teams with exemplary program management and consulting skills. This role requires a critical thinker with strong problem-solving skills and an eye on the future; we are looking for someone who takes ownership for new challenges, is innovative, and is a great team player. We like to have fun while we work, this person should too.

What you get to do in this role:

• As a Staff Technical Program Manager, you will be responsible for driving large, highly visible and complex programs for our Cloud Engineering organization against tight deadlines. And as a key partner to our architecture and engineering teams, you will develop and maintain strong partnerships with stakeholders, technical leaders, and business owners to deliver on strategic and tactical organizational initiatives.
• Work on multiple programs simultaneously, managing and budgeting time accordingly to achieve success with all programs
• Develop program plans; define and obtain agreement on scope, success criteria, key milestones, priorities, and deliverables.  Take ownership for protecting the project/program investments you are managing.
• Determine and manage the alignment of internal and external dependencies; technical, procedural, within scheduled and between teams and people.  Understand stakeholder needs and manage expectations.
• Identify, track and mitigate risks to protect schedules and objectives.
• Host and/or lead meetings at executive-level and with all relevant stakeholders to reach decisions, and deliver crisp status updates to all stakeholders
• Ensure operational readiness for the technology
• Develop business readiness plans including training and support documentation and artifacts
• Lead post-implementation reviews and drive continual process improvements to PMO practices, applying the principles of Lean thinking.
• Provide leadership by example. Develop and share best practices across the team.

Preferred Qualifications:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry. 

To be successful in this role you have:

• Enterprise Architecture hands-on experience with establishing and/or managing standards and alignment with technology roadmaps.
• Working knowledge of hardware and storage platforms, networking technologies, datacenter power distribution systems and capacity planning.  Familiarity with networking technologies such as routing, switching, and load balancing is a plus.
• Familiarity with security and regulatory controls, standards, and building scalable control implementations for multiple cloud environments.
• Facilitation skills in leading planning meetings, reviews, and retrospectives
• Excellent negotiation and persuasion skills
• Superior communications and presentation skill
• Strong customer orientation
• Self-directed and proactive driver with the ability to operate autonomously
• Solid analytical and quantitative skills; ability to use hard data and analysis to evaluate option outcomes and support recommendations
• Strong working knowledge of MS Project and/or other project planning tools

Basic Qualifications:

• Bachelor’s degree or equivalent experience in Computer Information Systems (CIS), Management Information Systems (MIS), Computer Science (CS), or related field
• 8+ years of project/program management experience in mid/large size companies, ideally on a design team
• 2+ years of pure technical experience such as programming, systems administration, hardware/software, networking and/or DBA 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 $147,300 - $257,800, 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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