As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. We work on large scale distributed systems, processing almost 3 trillion events per day and this traffic is growing daily. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We’re also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.
We are seeking a Senior Engineering Service Management Operations Program Manager to drive operational excellence across our engineering organization. This strategic role will focus on optimizing Engineering Service Management processes, analyzing business metrics, and owning end-to-end user journeys within our engineering ecosystem. You will be responsible for developing and maintaining Engineering Service Management standards, coordinating process improvements, and enabling users through documentation and training. Your work will directly impact operational efficiency, service quality, and the overall Engineering experience.
You'll lead initiatives that enhance process performance, improve stakeholder communications, and create measurable business value — with a strong focus on data-driven decision making, standardization, and continuous improvement.
What You'll Do:
Design and implement comprehensive service management standards for Incident, Problem, and Change Management practices.
Lead the development and maintenance of end-to-end user journeys, ensuring seamless experiences across engineering service touchpoints.
Drive business analytics initiatives to measure process performance, identify trends, and quantify operational improvements.
Develop and maintain standard operating procedures, runbooks, and knowledge base articles for service management practices.
Partner with engineering teams to implement process improvements based on performance data and stakeholder feedback.
Coordinate service management service delivery across engineering teams, ensuring consistent application of standards.
Design and deliver training programs to enable users and promote adoption of service management best practices.
Conduct regular system audits to ensure compliance with established standards and identify improvement opportunities.
Implement organizational change management strategies to drive adoption of new processes and tools.
Create and maintain dashboards and reports to communicate service performance metrics to stakeholders at all levels.
Act as a trusted advisor to engineering leadership on service management optimization and operational excellence.
Key Focus Areas:
Business Analytics: Collect and analyze operational data to drive process improvements and demonstrate business value.
User Journey Optimization: Map, analyze, and enhance end-to-end user experiences across service management touchpoints.
Process Performance Management: Establish KPIs, measure effectiveness, and drive continuous improvement of service management processes.
Documentation & Training: Create comprehensive documentation and training materials to enable users and promote best practices.
Standards Development: Define and maintain Service Management standards aligned with industry best practices and organizational needs.
Stakeholder Communications: Develop and execute communication strategies to keep stakeholders informed of service performance and changes.
Organizational Change Management: Lead organizational change initiatives to drive adoption of new processes, tools, and standards.
Service Delivery Coordination: Orchestrate Service Management activities across teams to ensure consistent delivery and experience.
What You'll Need:
8+ years of experience in Engineering Operations, Service Management, or related technical operations roles.
Strong understanding of ITSM frameworks, particularly Incident, Problem, and Change Management.
Experience developing and implementing service management standards and best practices.
Proven ability to analyze operational data and translate insights into process improvements.
Proficiency with service management tools and platforms (e.g., ServiceNow, Jira, PagerDuty).
Exceptional communication skills with the ability to translate complex technical concepts for a wide range of audiences.
Experience developing training materials and enabling users on service management practices.
Data-driven mindset with the ability to create meaningful reports and dashboards for stakeholders.
Experience working in DevOps, cloud-native, or agile environments.
Bonus Points:
Experience with business process modeling and optimization methodologies.
Background in organizational change management or transformation initiatives.
Familiarity with knowledge management systems and documentation platforms.
Experience with process automation and workflow optimization.
Certifications in ITIL, DevOps, Agile, or related frameworks.
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This role will require the candidate to periodically undergo and pass additional background and fingerprint check(s) consistent with government customer requirements.Benefits of Working at CrowdStrike:
Market leader in compensation and equity awards
Comprehensive physical and mental wellness programs
Competitive vacation and holidays for recharge
Paid parental and adoption leaves
Professional development opportunities for all employees regardless of level or role
Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
Vibrant office culture with world class amenities
Great Place to Work Certified™ across the globe
CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.
CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements.
If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.
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CrowdStrike participates in the E-Verify program.
Notice of E-Verify Participation
CrowdStrike, Inc. is committed to fair and equitable compensation practices. Placement within the pay range is dependent on a variety of factors including, but not limited to, relevant work experience, skills, certifications, job level, supervisory status, and location. The base salary range for this position for all U.S. candidates is $140,000 - $215,000 per year, with eligibility for bonuses, equity grants and a comprehensive benefits package that includes health insurance, 401k and paid time off.For detailed information about the U.S. benefits package, please click here.
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