Job Description

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. We make work, work better for our customers.

We’re disruptive.  We work hard but try not to take ourselves too seriously.  We are highly adaptable and constantly evolving.  We are passionate about our product, and we live for our customers.  We have high expectations and a career at ServiceNow means challenging yourself to always be better.  

THE POSITION:

This role focuses on sustainable continuous improvement throughout the Digital Technology Operations (DTO) organization with a focus on cross-functional processes, maturity measures, finances, metrics/dashboards, and the standards necessary to realize operational excellence. As the Program Manager, you will lead key initiatives that enable the effective scaling of the DTO organization in support of ServiceNow’s strategy.  

KEY RESPONSIBILITIES INCLUDE:

• Oversee finance activities for DTO budget planning/analysis, procurement, and vendor management; ensure monthly finance data for all DTO teams is collected, updated, and verified  
• Assess financial data, conduct research, create alignment and understanding of financial performance across the organization
• Evaluate budgets to identify opportunities for cost savings and efficiencies across the organization
• Coordinate with Finance team to prepare and manage the annual and quarterly budget and expenditures
• Support standard processes and best practices for DTO financial planning and analysis, including tying financials to strategic priorities and tracking ongoing financial performance
• Develop standard processes and tools for ongoing management of DTO budgets and spend transformation initiatives 
• Develop, manage, and lead continuous improvement strategies and initiatives that drive organizational quality, scale, and efficiency
• Use appropriate measurement, analysis, and evaluation methods to accurately identify and document improvement opportunities
• Identify metrics that support operational excellence for the DTO organization; design strategies, identify source of truth for relevant data, develop dashboards (in ServiceNow where able) to drive data-driven decision making and improvements
• Recommend and implement best practices, processes, and standards in support of operational excellence; identify and assess relevant organizational maturity measures 
• Work closely with leaders across all functions within DTO to drive required business changes to improve operational excellence
• Partner across other key ServiceNow teams to ensure coordination of activities

Qualifications

TO BE SUCCESSFUL IN THIS ROLE, WE NEED SOMEONE WHO:

• Has a solid understanding of how IT operates end-to-end
• Has experience with process design and ability to work with cross functional resources at all levels in the organization to identify and correct process gaps and inefficiencies through process engineering
• Demonstrates keen business acumen with ability to recommend solutions and make sound decisions based on analysis of various situational factors and information from wide range of sources
• Has adeptness and proficiency at leveraging wide range of technology tools and solutions to automate processes and support variety of fast growing and changing business needs
• Works cross functionally at all levels in the organization to identify and correct process gaps and inefficiencies through re-process engineering
• Demonstrates a keen business acumen with the ability to recommend solutions and make sound decisions based on analysis of various situational factors and information from a wide range of sources
• Can work closely with Finance and DTO leaders on department budget and actuals to maximize every dollar and ensure that how we forecast represents accurate assumptions
• Demonstrates a strong understanding of financial, operational, and technical challenges faced with running modern day IT operations at large corporations
• Has experience managing multiple large programs/projects in enterprise environments 
•  
• QUALIFICATIONS:
• At least a bachelor’s degree in Business or related field.
• Combined 10+ years of experience in the following areas: Information Technology, operations, planning, finance, project/program management, process design, or process re-engineering 
• Adeptness and proficiency at leveraging wide range of technology tools and solutions to assess data, automate processes, and support a variety of fast growing and changing business needs
• Excellent understanding of how IT runs and its operational processes
• Experience with department budgets and working closely with finance organizations
• Strong attention to detail
• Excellent verbal and written communication skills, teamwork skills, and an engaging personality; a proven ability to effectively interface with a diverse range of roles at all levels

FD21

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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WORK PERSONAS

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office. 

REQUIRED IN OFFICE

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

FLEXIBLE 

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

REMOTE

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.