Job Description

JOB TITLE: PRODUCT AND SERVICE MANAGEMENT – TECHNICAL PROGRAM MANAGER

LOCATION(S): SAN DIEGO, CA; SANTA CLARA, CA

COMPANY DESCRIPTION

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®   We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.     Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

JOB DESCRIPTION

TEAM

The Product and Service Management organization is defining and delivering modern IT to the enterprise. We are responsible for a portfolio of products spanning IT Service Management (ITSM), IT Business Management (ITBM), DevOps and Emerging Businesses.  

This role reports to the Chief of Staff, Product and Service Management.

ROLE

As a Technical Program Manager, you will work closely with the IT Service Management (ITSM) product and engineering 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 delivery lifecycle, reduce friction and ensure consistent communications amongst the teams. In this role, you will also drive high profile initiatives across several Product and Service Management teams. 

       WHAT YOU WILL DO:

• Work side-by side with some of the most innovative and collaborative product and technology leaders on high-visibility initiatives.
•  Develop and manage detailed project or program plans that consider all requirements, constraints, resources and deliverables associated with the defined objectives.
•  Effectively manage risk, partnering with colleagues to ensure the right decisions are made at the right time, appropriate communication occurs and plans are intelligently adjusted to reflect necessary fluctuations in goals and requirements.
• Provide structure and necessary processes without compromising efficient execution.
• Work internally within a matrixed organization, as well as, outside your organization with various cross-functional teams at ServiceNow to execute plans and programs.
• Aggregate, organize and communicate program and project information with internal customers, stakeholders and extended teams.
•  Act as a liaison across geographies and with technical and non-technical audiences to communicate and ensure alignment to objectives. Surface key issues and changes which may impact expected business results.
• Coordinate a regular cadence across functional team leaders with operational metrics needed for meetings with senior leadership.
• Identify and drive improvements in ITSM release processes internally and across multiple teams and stakeholders.
• Leverage change management best practices to ensure the successful adoption of strategic initiatives.
• Drive high profile initiatives for the Product and Service Management organization as needs emerge

Qualifications

       TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

•  Minimum eight years technical project/program management experience  with a proven track record of leading complex programs; PMP or Agile certification strongly preferred.
•  Bachelor’s degree or equivalent experience a must; MBA or equivalent strongly preferred.
• Ability to build strong, trusting relationships across cross-functional teams and a proven ability to lead through influence.
•  A results-oriented mindset focused on outcomes, accomplishments and thinking in terms of progress towards the big goal.
• Ability to work collaboratively and act in a lead role as a subject matter expert, within a team environment to meet aggressive goals and pre-defined measurement criteria.
• Ability to operate effectively and autonomously in a fast-paced, matrixed environment under ambiguous circumstances with minimal direction.
•  Be a creative thinker and problem solver with insatiable curiosity, meticulous attention to detail and strong desire for continual improvement.
•  Excellent meeting planning and facilitation skills; Exemplary written and verbal communication skills including the ability to concisely communicate with technical and non-technical stakeholders across the organization.
•  High energy, a positive attitude, contagious enthusiasm and a sense of humor that helps you to adapt to the changing needs of the business.
• Strong aptitude for learning new technologies and leveraging tools of the trade, such as productivity tools and project management applications.
•  Ability to travel up to 25%.
• We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

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.

If you are an individual with a disability and 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 +1 (408) 501-8550, or 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.