Senior Manager, Technical Program Management

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 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®. 

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

Job Description

In a Technical Support Leadership role, you will be tasked with leading a team of Technical Support Engineers focused on providing a world class customer experience. As the manager of the team, your mission will be to ensure that our break/fix support cases are handled to meet our differentiated support SLAs as well as our CSAT, time to relief and other key business metrics. In order to achieve these outcomes we're expecting all engineers in your team to follow our best practices including phone availability, responding to customer cases in a timely manner and that our customer updates have meaningful first responses and technical action plans delivered with quality and detail.  We are seeking energetic cross-functional collaborative support leaders who thrive in a fast paced environment and excel at managing customer escalations.

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do. 

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.  

You will be a key member of our exciting Application Engineering team who deliver some of the most innovative and cutting-edge technologies to the market. 

What you get to do in this role:

• Work side-by side with some of the most innovative and collaborative product and technology leaders on high-visibility initiatives 
• Coach leaders, teams and Scrum Masters in Lean-Agile practices and mindsets 
• Create transparency through reports, dashboards, and status 
• Help manage risks, dependencies and escalate impediments 
• Help manage the team’s releases and navigating release requirements 
• Use critical thinking skills to solve difficult and sometimes ambiguous problems 
• Drive process improvements and create documentation to promote best practices 
• Coordinate day to day activities required to deliver a great solution on time 
• Drive large cross-functional programs that require balancing risks and achieving aggressive deadlines
• Provide direction to employees so they can deliver business outcomes and achieve their career growth objective

Qualifications

To be successful in this role you have:

• 10+ years in project/ program management with a proven track record of leading people and complex programs 
• History of managing highly engaged, successful teams
• Ability to thrive in a rapid growth, fast-paced environment
• Excellent communication skills at all levels of an organization and across all functions
• A solid understanding of software design, SAFe, and Agile methodologies 
• A solid understanding of release management practices in a SaaS-based organization 
• Ability to build strong, trusting relationships with development teams, product management, stakeholders, and cross-functional development groups 
• Outstanding communication and presentation skills 
• A proven ability to lead through influence 
• Ability to drive the software release process and collaborate on the roadmap for the future 
• Strong critical thinking and problem-solving skills 
• Ability to navigate through organizational complexities, fostering a culture of continuous improvement and adaptability 
• Demonstrated experience in setting up new product teams and driving successful transformations. 
• High emotional intelligence to effectively manage a diverse team working in