Senior Staff Technical Program Manager

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

ServiceNow’s Success, Technology, Experience, and Platform (STEP) org is the largest organization in the company, comprised of all Product and Platform teams, along with our world-class Customer Success and Experience teams.   

We are seeking a Staff Technical Program Manager to join our STEP Strategic Program Management and Product Operations Organization. In this role, you will support our Chief Operating Officer and SVP of Strategic Business Operations to drive strategic priorities and operational excellence across multiple programs. 

The successful candidate is a self-starter with an established, documented competence in the program management space. This candidate thinks strategically, acts tactically, and possesses a strong ability to conceptualize, develop, drive, coordinate, and manage a large program. This person is effective at building relationships, collaborating, and influencing others; experience working with senior executives across various geographies and functions.  

Strategic Program Management responsibilities: 

• Lead the development and implementation of complex programs that drive growth and operational excellence for STEP’s portfolio, in partnership with stakeholders at all levels 
• Deliver critical cross-functional programs across the Product, Engineering, Design, and Customer Success Teams at ServiceNow, including customer-facing initiatives 
• Ensure programs are designed to deliver specific strategic outcomes – with metrics, milestones, and program structure to ensure successful execution 
• Develop trusted relationships with key customers, 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. 
• Clearly communicate objectives, status, risks, and results to all stakeholders while collaborating with workstreams to resolve blockers 
• Ensure that each program aligns with the broader business objectives and contributes to the overall success of the organization  
• For customer-facing strategic programs: engage with customers’ requests, including scoping of the level of effort, fulfilling business requirements, and resolving customer escalations 

Qualifications

Qualifications 

• 10+ years of work experience in Program Management  
• Excellent interpersonal skills, customer-centric attitude, and experience working with cross-functional teams and multi-level stakeholders 
• Experience with customer-facing Programs supporting large, complex enterprise customers 
• Proven project/program management experience involving many cross-functional teams across the organization  
• Strong communicator, able to convey complex ideas in a clear, concise manner both verbally and in writing; comfortable in business and technical discussions 
• Strong collaboration and communication skills – able to work well with many different types of people, able to influence and lead without direct reporting authority 
• Software industry domain ex