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
The Unified Technology Program Management Office (PMO) delivers cross-functional programs across the company's most critical and complex functions - Product and Platform Release Management, Big Rock Programs, Platform Engineering, Global Cloud Infrastructure, Regulated Markets, Cloud Security, M&A, and other critical strategic programs.
As a Senior Staff Technical Program Manager you will support ServiceNow's cross-functional Forward Deployed Engineering (FDE) teams in building intelligent, scalable AI solutions that solve our customers' most mission-critical challenges.
You'll work in a fast-paced environment as our FDE teams partner with key strategic customers to accelerate time to value. You will provide a proactive, strategic perspective while driving tactical execution from initial conception through program development, delivery, and successful completion.
As a highly qualified candidate, you are a results-oriented self-starter with proven hands-on expertise and experience in program and SDLC management.
What you get to do in this role:

• Collaborate directly with customers to co-innovate AI solutions tailored to their needs
• Drive large scale, cross-functional, high visibility software development programs on condensed timelines
• Organize complex, ambiguous problems into prioritized milestones, deliverables, and success criteria for your programs, translating business objectives into execution strategy (tactical and strategic)
• Develop trusted relationships with key internal and external technology, functional leaders and stakeholders to drive focus on the strategic program objectives and optimize program delivery - this includes supporting and holding resources accountable for their responsibilities within the program
• Anticipate and remove obstacles that slow down or prevent programs from delivering on program objectives
• Help manage risks, dependencies and escalate impediments, as well as releases and navigating release requirements
• Drive process improvements and create documentation to promote best practices using automation to replace repeatable, operational tasks
• Coordinate day to day activities required to deliver a great solution on time, as well as create transparency through reports, dashboards, and status updates
• Seek to continuously grow by proactively seeking and embracing constructive feedback, as well as provide feedback to colleagues to encourage an open and collaborative culture

Qualifications
Preferred Qualifications:

• 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
• 10+ years of project/program management experience in mid/large size software development companies
• A solid understanding of SDLC and release management practices in cloud-based SaaS product organizations
• Demonstrated competence in key software engineering program management best practices: program planning, schedule construction and management; risk assessment & mitigation, dependency management, change management, and predictive metrics
• An orientation for execution with a strong process and metrics focus, as well as continuous improvement
• Strong collaboration and relationship-building skills - able to work well with many different types of personalities in various functions
• Outstanding communication skills - clearly communicate changes, requests, and deadlines to the teams and risks, status, progress, and decisions to a variety of audiences including executives
• Passion for working with people in technical and innovative environments, with a high regard for quality
• Strong leadership skills to influence and motivate without authority - true servant leader and masterful in the art of bringing people together
• Strong facilitation skills to lead/drive a variety of program events
• Excellent negotiation and conflict management skills
• Skilled at identifying waste and delays in end-to-end development, deployment, and release processes and driving continuous improvement across the organization.
• Exceptional team building and team management skills, including interpersonal skills, conflict resolution, and negotiation
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving

Additional Information
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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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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