Job Description

ServiceNow’s Global Cloud Services Program Management team is responsible for end-to-end program delivery across our cloud environment, touching all technical elements of the cloud infrastructure. As a Technical Program Manager, you will operationalize new hardware introductions to the datacenters and improve hardware reliability. You will navigate across a wide range of cross-functional technical engineering organizations managing highly interdependent and ambiguous requirements, providing direction, judgment, and leadership that results in optimal outcomes for ServiceNow and its customers. Behind everything our customers see online is the architecture built by the Global Cloud Services team to keep it up and running, ensuring the most optimal experience possible.

As a Technical Program Manager at ServiceNow, you lead complex, multi-disciplinary engineering projects using your engineering expertise. You plan requirements with internal stakeholders and deliver projects through the entire project lifecycle. This includes managing technical requirements, work breakdown structures, proactively managing ambiguity, risks and collaborating with stakeholders to drive projects to completion. You are able to discuss the technical trade-offs in low latency, highly efficient, highly available infrastructure capabilities with engineers, as well as explain your team's analysis and recommendations to executives. You are able to keep the big picture in focus while being able to dive into the unique hardware engineering challenges we face daily. Using your extensive technical and leadership expertise, you manage projects of various size and scope, identifying future opportunities, improving processes, and enabling engineering and operations teams for success.

WHAT YOU GET TO DO IN THIS ROLE:

You will be responsible for driving large, highly visible datacenter, hardware reliability, and hardware operations programs for our Cloud Hardware Engineering organization. You will deliver on strategic organizational initiatives.

• Successfully deliver new hardware reliability projects to production while interfacing with cloud supply chain, hardware engineering, datacenter services, and partners.
• Generate documentation for overall project plans: definition and agreement on scope, success criteria, key milestones, deliverables and recommended solutions to reliability challenges. Excels at leading/facilitating meetings, enabling common understanding of issues and sharing out comprehensive notes to enable alignment and progress at each step of a project.
• Make actionable recommendations in hardware delivery lifecycle processes or hardware manageability that improve the speed and predictability of new hardware introduction, or reduce cost of hardware reliability in the environment.
• Proactively mitigate risks across key systems, processes and technical dependencies,  and drives corrective actions across partner engineering teams. Brings cross teams together to collaborate on outcomes.
• Take ownership of ambiguous tasks and project dependencies, driving them to completion.
• Facilitate meetings and deliver crisp status updates to all stakeholders.
• Ensure operational readiness for the technology.
• 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 understanding of the components of a cloud infrastructure including hardware platforms, OS, applications, databases, networks, and servers. Prior experience managing programs around large-scale server infrastructure at a cloud computing or MSP setting is highly desirable.  Candidate must have good communication skills and work well in an open, collaborative, dynamic team environment.

• 7+ years’ project/program management with at least 4 years dedicated to running enterprise scale cloud engineering programs.
• Working knowledge of Linux, power supplies, CPU, VMs, DRAM, NICs, object store or enterprise storage solutions, load balancers and network technologies; hardware component reliability experience is highly desirable.
• At least 4 years of pure technical experience such as programming, systems administration, hardware/software, networking, or database administration.
• Bachelors degree or equivalent experience in Mechanical Engineering, Materials Engineering, Reliability Engineering, Computer Science (CS), or related field.
• Strong problem-solving skills using analytical and data-driven approaches.
• Strong initiative and ability to work in a self-directed environment.
• Ability to communicate clearly through oral and written communications, presenting clear and concise information to team, internal and external audiences.
• Facilitation skills in leading planning meetings, reviews, and retrospectives.
• Exceptional organizational and planning skills.
• Excellent leadership and proven people skills.

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.