Job Description

TEAM: INFRASTRUCTURE CLOUD SERVICES 

Join the hottest name in enterprise software today! ServiceNow, the fastest growing publicly held SaaS and Cloud Company, is transforming and reinventing the way large corporations are managing their processes by developing and delivering a comprehensive suite of cloud-based services for enterprise management.

Service Now’s Cloud Services Program Management team is responsible for program delivery across our global cloud environment, touching all elements of the cloud infrastructure from the data venter to the application layer. Typical programs include green field data center delivery, site expansions, large scale network builds and migrations, core infrastructure services design and deployment, security infrastructure delivery to name but a few. The team is a key partner to the hardware architecture and product development teams and are an integral part of the Cloud Security organization.

We are expanding our team in Europe and are looking to recruit a Technical Program Manager who will support a growing number of projects and programs as our business scales. There are two key aspects to the role, the first being program management of large, complex infrastructure programs within our data center and networks environments as we scale our global footprint to meet growing customer demand. The second area of responsibility will be leading cross functional teams as we reconfigure our technical support processes, groups and infrastructure within Europe and the UK to meet changing compliance and regulatory requirements.

As a member of the team, you are passionate about the customer experience and service availability. You believe in delivering uncompromised high quality, scalable, and sustainable solutions. You have experience managing large cross-functional project teams with exemplary people and program management skills. 

This role requires a critical thinker with strong problem-solving skills; you embrace new challenges, will innovate and be a team player. We like to have fun while we work, you should too.

WHAT YOU GET TO DO IN THIS ROLE:

As a Staff Technical Program Manager, you will be responsible for driving large, highly visible and complex programs for our Cloud Engineering organization against tight deadlines. As a key partner to our architecture and engineering teams, you will develop and maintain strong partnerships with stakeholders, technical leaders, and business owners to deliver on strategic and tactical organizational initiatives. As well as strong project management experience, you will have a strong technical background gained in an engineering or operations role in a multi-region environment.

This role will also support ServiceNow’s European regional strategy related to regulated market certification, regulatory framework adherence, and attestations as new data handling regulations come into force within the EU & UK. You will lead key programs and initiatives that will identify, design and implement business and technical frameworks to ensure ServiceNow meets all the required compliance requirements for people, data and systems. You will have a working knowledge or direct experience of implementing or managing regulatory, compliance initiatives and/or organisational changes.

• Develop overall program plans; definition and agreement on scope, success criteria, key milestones, and deliverables.
• Determine key program dependencies; technical, process, and people.
• Anticipate, identify and mitigate risks throughout the program lifecycle.
• Coordinate the day-to-day activities required to deliver a great solution on time
• Facilitate meetings and engage and communicate effectively to senior leadership levels.
• Ensure operational readiness for the technology or programs you are leading.
• Develop and lead business readiness plans including training, support documentation and artefacts
• Manage external dependencies, suppliers and logistics.
• Provide leadership by example. Develop and share best practices across the team.

Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

The ideal candidate will have a broad and deep understanding of the components of a cloud infrastructure including hardware platforms, OS, applications, databases, networks and data centers. Prior experience in managing programs around large-scale network or server infrastructure at a cloud computing or MSP setting is highly desirable.  You must have excellent communication skills, both oral and written, and work well in an open, collaborative, dynamic team environment.

• Bachelor’s degree or equivalent experience in Computer Information Systems (CIS), Management Information Systems (MIS), Computer Science (CS), or related technical field.
• 5+ years’ project/program management with at least 4 years dedicated to running large engineering programs, ideally in an international setting.
• 3+ years of relevant technical experience such as programming, systems or network administration, hardware/software or data center technologies.
• Familiarity with networking technologies such as routing, switching, and load balancing is a plus.
• Demonstrated ability to build out scalable compliance systems and processes for complex environments and regulations.
• Strong understanding of security and regulatory objectives, standards, and building scalable control implementations for multiple cloud environments. Understanding of commercial certification and attestation is a plus.
• Facilitation skills in leading planning meetings, reviews, and retrospectives
• Excellent negotiation, communications and presentation skills
• Strong customer orientation
• Exceptional organizational and planning skills, with an ability to manage cross-functional and globally distributed project teams.
• Experience with Agile tool and techniques:
• Prior experience at a SaaS, PaaS or IaaS Cloud company a plus

JV20

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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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.