Job Description

TEAM  

Our Product Operations | Technical Training & Enablement Team designs, develops, and delivers technical training and enablement for ServiceNow’s Product organization. We are passionate about making ServiceNow an incredible place to work for every employee. We partner with leaders in our Engineering, Global Technical Support, Cloud Operations, and other technology teams to help them achieve their business objectives through learning solutions.  

ROLE   

This is a management position reporting to our Director of Operations for Product Operations | Technical Training and Enablement. You’ll lead our Project Management Office, ensuring a consistent, effective approach for our stakeholders and learners. We are constantly innovating and driving excellence to deliver the right training, at the right time, at the right level to drive measurable impact – you’ll help us scale on pace with the business.    

WHAT YOU GET TO DO IN THIS ROLE:

• Lead our Project Management Office by managing a team of project managers to support a multi-year training and enablement roadmap. Setting the standards and tools via which the project management team completes their work. 
• Drive, track, and support the overall execution of the priority training and enablement program portfolio. Lead the creation and management of project plans; monitor and review progress and timelines; adjust schedules and plans as needed; ensure on time and on budget delivery of our portfolio. 
• Manage the end-to-end implementation planning including project management, issue management, communication, and change management. Create processes to ensure high quality delivery by internal teams and external vendors; that track back to the original statement of works and program/project plans.  
• Engage cross functional stakeholders establishing and maintaining trusted advisor relationships with subject matter experts and key stakeholders. 
• Build strong processes and associated deliverables to track issue management and risk mitigation. Track utilization of project resources and manage this against the resource allocation and budget.  
• Establish processes for quantitatively tracking the success of each program, including but not limited to resources deployed, CSAT, and associated business impact. 
• Provide leadership by example, be a thought-leader and influencer creating clarity out of ambiguity.

Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

• 10+ Years operational experience, preferably for Engineering, Support or Services organizations within a fast-growing enterprise SaaS company  

• A minimum of three years’ experience in running a PMO 

• A minimum of three years of management experience; demonstrated track record of strong leadership 

• Integrity, diplomacy, and presence that enables you to work effectively at all levels.  

• Experience presenting to and partnering with engineering and senior business management 

• Outstanding professional verbal and written communication skills  

• Experience working in a fast-paced, results-oriented, data-driven environment 

• Strong growth mindset, always looking for ways to improve and the ability to create clarity from ambiguity  

• Project management professional (PMP) Certification preferred

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.

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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.