Senior Staff Technical Program Manager

Job Description

Job Description

ServiceNow's Success, Technology, Experience, and Platform (STEP) org is the largest organization in the company, comprised of all Product and Platform teams, along with our world-class Customer Success and Experience teams.

We are seeking a Staff Technical Program Manager to join our STEP Strategic Program Management and Product Operations Organization. In this role, you will support Strategic Business Operations to drive strategic priorities and operational excellence across multiple programs.

The successful candidate is a self-starter with an established, documented competence in the program management space. This candidate thinks strategically, acts tactically, and possesses a strong ability to conceptualize, develop, drive, coordinate and manage a large program that might be customer-facing. This person is effective at building relationships, collaborating, and influencing others; experience working with senior executives across various geographies and functions. Strategic Program Management responsibilities:

Lead the development and implementation of complex programs that drive growth and operational excellence for STEP's portfolio, in partnership with stakeholders at all levels

Deliver critical cross-functional programs across the Product, Engineering, Design, and Customer Success Teams at ServiceNow, including customer-facing initiatives

Ensure programs are designed to deliver specific strategic outcomes - with metrics, milestones, and program structure to ensure successful execution

Develop trusted relationships with key customers, technology, functional leaders, and stakeholders to drive focus on the strategic program objectives and optimize program delivery. This includes establishing regular cadences and holding resources accountable for their responsibilities within the program.

Communicate objectives, status, risks, and results to all stakeholders while collaborating with workstreams to resolve blockers

Ensure that each program aligns with the broader business objectives and contributes to the overall success of the organization

For customer-facing strategic programs: engage with customers' requests, including scoping of the level of effort, fulfilling business requirements, and resolving customer escalations