Staff Technical Program Manager

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.

As a Staff Technical Program Manager, you will work with the Customer and Industry Workflow product teams to deliver world-class products and applications. You’ll play an integral role in ensuring new products and underlying technologies are not only delivered on time but exemplify the top-notch quality our customers demand. Our teams span the globe and require program managers to keep the big picture in focus. It will be your responsibility to orchestrate and navigate the product readiness lifecycle, reducing friction, and ensuring consistent communication among the teams.

What you get to do in this role:

• Define and own go-to-market readiness plans for new and existing products
• Build, coordinate & facilitate programs and/or projects
• Develop, track & communicate overall plans; definition and agreement on scope, success criteria, schedule, key milestones, deliverables, risks, dependencies
• Develop metrics and data models to drive recommendations that accelerate decisions
• Coordinate a regular cadence across the divisional and functional leaders with operational metrics needed for weekly/monthly/quarterly meetings with senior leadership.
• Closed Loop management of Customer Programs such as Design Partner, Control Go-to- Market, Product Advisory Council (where needed).
• Manage and drive execution of go-to-market readiness plans

Ongoing Activities include

• Identify and manage program level go-to-market issues resolution and risk mitigations
• Lead initiatives for improvements in Customer and Industry Workflow product delivery, and go to market enablement, to meet our business objectives.
• Develop required documentation such as process design documents, workshop agendas, presentations.
• Communicate and collaborate among cross-functional teams in a multinational environment for recommendations and assisting teams with resolving critical path issues and challenges.
• Proactively identify and address issues with internal business units' teams.
• Analyze processes and outcomes to identify root causes & drive opportunities for improvement.
• Demonstrate visible leadership through internal presentations, improving transparency, and radiating information.
• Establish, collect, and enable the reporting of key product and business metrics to executives, organizational leaders and teams.

You are a key team player and driving force for the above if you demonstrate:

• Knowledge and understanding of the workstreams within the go-to-market ecosystem and deliverables required to prepare a product for go-to-market readiness.
• You have exemplary technical program management skills; this is in terms of process and documentation, keeping two steps ahead of the plan (foreseeing issues, risks, dependencies); leading and facilitating meetings; crisp verbal & written communication skills with ability to negotiate/influence and work cross-functionally.
• You are passionate about the customer experience and service availability, uncompromising in delivery of high quality, scalable and sustainable solutions.
• You are also a critical thinker, embracing ‘out of the box’ thinking to solve problems.
• You lead by example; develop and share best practices across the team.
• You understand work can be fun and strive to create an environment that promotes team collaboration & pride in working towards a common goal. We like to have fun while we work, and you should too.

To be successful in this role, we need someone who has:

• Minimum of 5 years technical program management experience building programs, project management, and release schedules on a global scale with at least 3 years of that dedicated to running large go to market and product delivery programs; basic knowledge of the Customer Service Software Market is desired but not required.
• Bachelor’s degree or equivalent experience in Computer Information Systems (CIS), Management Information Systems (MIS), Computer Science (CS), or related field.
• Professional certification, such as Project Management Professional (PMP) or equivalent
• Extensive experience driving large scale, complex global change initiatives and programs to a successful implementation.
• Experience designing and building metrics, KPIs, and dashboards.
• Solid experience in requirements gathering, including experience in creating process documentation.
• Experience collaborating with Sales, Marketing, Customer Success, Support, and/or other go-to-market teams.
• Proven ability to drive and deliver successful programs with 25+ team members across a fast paced, matrix environment.
• Excellent facilitation skills in leading planning meetings, reviews, and retrospectives, including the ability to concisely and accurately communicate with team members and senior leadership (i.e. VP/SVP).
• Proven track record of using agile techniques to manage large scale and complex projects.
• Ability to efficiently context switch amongst multiple projects.
• Ability to travel to ServiceNow locations worldwide for key strategic meetings (i.e., once per month or once per quarter).

JV20

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!

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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