Senior Staff 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
This position requires the Public Trust Position (PTP) Tier 2 Level suitability adjudication. If offered employment, you must be willing to complete and successfully pass the adjudication process. Any employment is contingent upon obtaining the required adjudication.
Team & Role
Cloud Services PMO for Regulated Markets
ServiceNow's Cloud Services Regulated Markets Program Management team is responsible for program delivery across our regulated markets cloud environments, touching all elements of the cloud infrastructure, services and operations. The scope of programs includes global environment and technology deployments, operations standardization and continuous improvement, new product introductions, and customer migrations. The team is a key enabler for the cloud services, product development, go-to-market, support, security and compliance teams.
As the Senior Staff Technical Program Manager, you will be responsible for driving large, highly visible programs for our Cloud Engineering organization. As a key partner to our architecture, engineering and operations teams, you will develop and maintain strong partnerships with stakeholders, technical leaders, and business owners to deliver on strategic organizational initiatives. And you will work collaboratively to help shape our vision, strategy, and roadmap for ServiceNow's government customer segments.
The ideal candidate is passionate about the customer experience, organizational maturity and continuous improvement. We need someone who is uncompromising in delivery of high quality, scalable, and sustainable solutions. The successful candidate will have experience leading cross-functional teams with exemplary program management and consulting skills. This role requires a critical thinker with strong problem-solving skills and an eye on the future; we are looking for someone who takes ownership for new challenges, is innovative, and is a great team player. We like to have fun while we work, this person should too.
What you get to do in this role:

• Initiate programs by establishing the vision and measurable business goals, leading alignment on program scope, deployment planning, identification of key milestones, securing cross-functional resources. Take ownership for protecting the project/program investments you are managing
• Determine and manage the alignment of internal and external dependencies; technical, operational, both within and between teams. Understand stakeholder needs and manage expectations within a rapidly evolving company
• Provide thought leadership and drive functional and technical maturity, scalability and continuous improvement not only within program and project management, but across the organization
• Partner with management to define, align and cascade strategies. And build roadmaps for the programs and portfolios you will own.
• Host and/or lead meetings at executive-level and with all relevant stakeholders to reach decisions, and deliver crisp status updates to all stakeholders
• Ensure operational readiness of the changes you will be delivering, and streamline processes to drive adoption of new capabilities at scale
• Provide leadership by example. Develop and share best practices across the team

Qualifications
Preferred Qualifications:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry

• Master's Degree or equivalent experience

• Best-in-class experience with Enterprise Architecture (EA), establishing and/or managing technical and operational standards and alignment with technology roadmaps

• Best-in-class experience with CSP/SaaS operations (people and process) Scalability

• Experience working with US Federal (DOD/DISA, FedRAMP, etc.) agencies and compliance requirements

• Six Sigma or Lean Yellow+ Belt highly desirable

• Data analysis and/or Business Intelligence is highly desirable

• PMP certification (clear competency in WBS and Critical Path planning)

• Experience with ServiceNow product

• Proficiency managing cross-functional, high business impact projects/programs with competing priorities and resource constrained teams

• Self-directed and proactive driver with the ability to operate autonomously with an ability to anticipate and manage change in a highly dynamic environment

• Excellent communication skills, both oral and written. The candidate needs to be equally comfortable having conversation with C-level execs, as they are with developers, architects, internal business partners and customers

• Comfortable with ambiguity and self-learners who are able to make decision and keep making progress with minimal guidance

• Solid working knowledge of MS Project, Primavera and/or other project planning tools

Basic Qualifications:

• 10+ years of relevant industry project/program management experience

• 5+ years of experience in a large-scale or enterprise IaaS, PaaS and/or SaaS company

• 3+ years of pure technical experience such as programming, systems administration, hardware/software, networking, or DBA experience

For positions in this location, we offer a base pay of $168,900 - $295,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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 . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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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