Senior Technical Program Manager

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
As a Senior Program Manager, you will work with engineering and product 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, reducing friction, and creating consistent communication among the teams.
Key Activities include
The role involves defining and overseeing go-to-market readiness plans for both new and sustaining products. This includes building, coordinating, and facilitating technical programs and projects. The individual will be responsible for developing, tracking, and communicating the overall plan, ensuring alignment on scope, success criteria, schedules, key milestones, deliverables, risks, and dependencies. Additionally, the role requires the creation of metrics and data models to drive recommendations that accelerate outcomes. Regular coordination with divisional and functional management will be necessary to track operational metrics for weekly, monthly, and quarterly meetings with senior leadership. Lastly, the role includes managing Customer Programs, such as Design Partner and Early Availability Programs, through a closed-loop approach.
Ongoing Activities include
The role involves managing and driving the execution of go-to-market readiness plans across all workstreams. It includes identifying and addressing program-level go-to-market issues, resolving them, and mitigating associated risks. The position also focuses on guiding initiatives to improve the delivery of Tx Workflow Products and enable go-to-market strategies that align with business goals. This includes developing essential documentation, such as process design documents, workshop agendas and presentations, user stories, use cases, and clearly defined roles and responsibilities. Effective communication and collaboration across cross-functional teams in a multinational environment is critical, as is providing recommendations and assisting teams with resolving critical path technical issues.
You are a key team player and drive the above.
The role requires a strong knowledge and understanding of the workstreams within the go-to-market ecosystem, as well as the deliverables necessary to prepare a product for go-to-market readiness. The ideal candidate will possess exemplary technical program management skills, including the ability to anticipate issues, risks, and dependencies, and maintain a proactive approach to planning. They will guide and facilitate meetings with clear verbal and written communication, while also demonstrating strong negotiation and influencing abilities to work effectively across functions. A passion for customer experience and service availability is essential, with a focus on delivering high-quality, scalable, and sustainable solutions. The candidate should be a critical thinker, willing to embrace innovative problem-solving, and set an example by sharing best practices across the team. Additionally, they should foster an environment that promotes team collaboration and pride in achieving shared goals, while recognizing that work can be both productive and enjoyable.
Qualifications
To be successful in this role, we need someone who has:

• Minimum of 7 years of technical program management experience building programs, project management, and release schedules on a global scale with at least 4 years of that dedicated to running large go-to-market and product delivery programs; basic knowledge of cloud infrastructure.
• Professional certification, such as Project Management Professional (PMP) or equivalent
• Extensive experience driving large-scale, complex global change initiatives and programs to successful implementation.
• Experience designing and building metrics, KPIs, and dashboards.
• Solid experience in requirements gathering, including experience in creating process documentation
• Experience collaborating with Sales, Marketing, Customer Success, Support, and/or other go-to-market teams
• Experienced with problem diagnosis, solution development, client communications, facilitating of consensus, documentation, managing client expectations, and team management
• Proven ability to drive and deliver successful programs with 25+ team members across a fast-paced, matrix environment.
• Excellent facilitation skills in guiding planning meetings, reviews, and retrospectives, including the ability to concisely and accurately communicate with team members and senior management (i.e. VP/SVP).
• Proven track record of using agile techniques to manage large-scale and complex projects.
• Ability to efficiently context switch amongst multiple projects.
• Ability to travel to ServiceNow locations worldwide for key strategic meetings (i.e., once per month or once per quarter)

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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