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

Team & Role

The Global Cloud Services PgM Team serves the program delivery needs of the engineering and operations orgs within the larger Global Cloud Services organization. The program portfolio includes a broad set of initiatives from cross-functional service delivery, cloud infrastructure lifecycle and delivery, operationalization, process improvement, and portfolio management. Our technical program managers work closely with team and org leadership to surface data, extract technical decisions and drive execution of programs.

What you get to do in this role:

• Collaborate closely with our Cloud Capacity Engineering leadership and team members to develop and execute a robust program and/or portfolio that “Wows our Customers.”
• You will be responsible for driving highly visible infrastructure programs for our Cloud Hardware and Storage Engineering organization. You will deliver on strategic organizational initiatives.
• Develop comprehensive project plans related to datacenter builds, decommissions, and hardware deployments, while partnering with all delivery verticals to include Space/Power, Networking, HW Development, Rack Delivery, and Service Turn-Up.
• Generates documentation for overall project plans; definition and agreement on scope, success criteria, key milestones, deliverables and recommendation solutions to reliability challenges. Excels at leading/facilitating meetings, enabling common understanding of issues and sharing out comprehensive notes to enable alignment and progress at each step in the projects.
• Assists with communications and reporting of datacenter and rack automation operational activities, processes, or testing/evaluation results.
• Proactively mitigates risks across key systems, processes and technical dependencies, and drives corrective actions across partner engineering teams. Brings cross teams together to collaborate on outcomes.
• Takes ownership of ambiguous tasks and project dependencies and drive them to completion
• Contribute to the enhancement of the program management function by sharing successful practices, frameworks, tools, and lessons learned.
• Be a leader in transparent and effective communication of program/portfolio status to key stakeholders

Qualifications

Preferred Qualifications:

• Drives change and scalability: Acts as a catalyst for change within the organization by coaching team members to embrace and implement scalable solutions tailored to the unique needs of data center and infrastructure engineering teams.
• Influences without direct authority: Utilizes technical expertise and knowledge of industry best practices to influence decision-making and drive alignment across cross-functional teams involved in assigned projects.
• Manages mid to large-scale projects: Demonstrates experience in successfully managing complex projects and programs specific to data center and infrastructure engineering, coordinating efforts among cross-functional and tactical teams to achieve project goals.
• Proficient in project management software: Utilizes specialized software to efficiently organize, track metrics, and report on the progress, ensuring transparency and accountability throughout the project lifecycle.
• Promotes diversity and inclusion: Actively shares knowledge and expertise to foster a diverse and inclusive environment, elevating the overall skill level and effectiveness of colleagues and the community of practice.
• Ability to communicate clearly through oral and written communications; Ability to present clear and concise information to team, internal and external audiences. Facilitation skills in leading planning meetings, reviews, and retrospectives.
• Exceptional organizational and planning skills
• Excellent leadership and proven people skills
• Preferred certifications: Possesses certifications such as Six Sigma, PMP, Agile, and/or SAFE, which are highly relevant to managing projects.

Basic Qualifications

• 8+ years’ project/program management in mid/large size companies, ideally in a team-based role working with cloud infrastructure operations teams (Capacity and