Senior Staff Technical Program Manager

Company Description

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

What you get to do  

We are seeking a Sr. Staff Technical Program Manager to join our STEP Strategic Program Management Organization. In this role, you will support our Chief Operating Officer of Strategic Business Operations to drive strategic priorities and operational excellence across ServiceNow. The successful candidate will be a self-starter with proven expertise in program management, possessing the ability to think strategically while executing tactically. This person will have the capacity to conceptualize, develop, drive, coordinate, and manage large programs effectively. Additionally, they should excel at executive communication, building relationships, collaborating, and influencing others, with experience working closely with senior executives across different regions and functions. 

Strategic Program Management Responsibilities:  

• Drive critical cross-functional programs that deliver impactful outcomes for ServiceNow, working across Product, Engineering, Experience, Sales, and Customer Success teams. 
• Align program goals with overall business strategy, defining clear metrics, milestones, and structures to ensure effective execution. 
• Break down complex tasks into actionable program plans with prioritized deliverables, clear dependencies, risk assessments, and success criteria. 
• Facilitate collaboration among multiple stakeholders—including Product, Engineering, Go-To-Market, and Customer Success—to establish plans, track progress, and ensure accountability. 
• Develop and implement processes, templates, and training as needed to ensure program delivery and process adoption.  
• Oversee change management efforts, guiding teams through organizational transitions and process improvements. 
• Guide and create content for and conduct executive-level meetings and cross-functional events to communicate goals, updates, and drive alignment. 
• Report on program status, risks, and outcomes to stakeholders through regular updates and transparent communication. 
• Leverage data to identify trends, inform initiatives, and provide guidance with actionable insights. 
• Utilize AI and innovative tools to enhance program effectiveness, streamline communication, and proactively manage risks. 

Qualifications

Required skills 

• 10+ years of hands-on program management experience in large, complex enterprise environments. 
• 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. 
• Demonstrated ability to orchestrate cross-functional initiatives, ensuring alignment with organizational priorities 
• Outstanding written and verbal communication skills, with the capacity to convey complex ideas clearly to diverse audiences. 
• Excellent organizational skills, adept at managing multiple priorities and meeting tight deadlines. 
• Proven track record in creating and optimizing repeatable processes to drive efficiency and quality outcomes. 
• Strong collaboration and influence skills, fostering effective teamwork across varied disciplines. 

Preferred Skills

• Background in enterprise software or SaaS is highly desirable; technical proficiency to address complex opportunities is a plus. 
• Experience in customer-facing or management consulting roles is a plus. 
• Project Management Professional (PMP) certification or equivalent preferred. 

For positions in this location, we offer a base pay of $168,900 - $295,600, 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