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
Team & Role
At ServiceNow, we make the world work better for everyone. Our global Customer Service & Support (CSS) team is at the heart of that mission, ensuring our customers have seamless, efficient, and exceptional experiences.
We are seeking a Senior Staff Technical Program Manager to join this high-impact team and drive the execution of our most initiatives.
The successful candidate is a proactive, "hungry and humble" leader, always willing to learn and collaborate. This role combines technical expertise, operational excellence and program management with exceptional presentation skills and high emotional intelligence. You will think strategically, while driving the tactical execution of large cross-organizational programs, from initial conception through program development, delivery, and transition to the business.
Key Responsibilities:
Program Leadership & Delivery

• Drive large-scale, complex technology and process programs within CSS.
• Drive program execution status across multiple workstreams including oversight of critical program issues, risks, decisions and change requests.
• Develop program charters, scope, milestones, success criteria, and executive reporting.
• Establish an operating rhythm and cadence to align cross-functional stakeholders (Product Management, BPM, Engineering, Data Science, Operations).

Program Management Execution

• Create program charters that define the scope, objectives and success metrics.
• Define integrated project plans which includes key deliverables from aligned workstreams.
• Anticipate risks, manage dependencies, and blockers creating and maintaining a RIDAC log.
• Partner with the business leaders to define an operational plan to realize benefits.

Stakeholder Engagement

• Influence and collaborate with senior leadership across CSS, Engineering, and IT.
• Prepare executive-level updates showcasing ROI, adoption, and transformation milestones.
• Drive cross-functional alignment by facilitating program reviews, retrospectives, and roadmap prioritization.

Operational Readiness & Change Management

• Ensure processes and solutions are production-ready and embedded into day-to-day operations.
• Partner with Change Management and Enablement to ensure the required training, communications, documentation and other deliverables are in place to drive adoption.
• Institutionalize learnings and best practices across CSS for continuous improvement.

Qualifications
To be successful in this role, you ideally have the following:

• Experience using software to track program progress and track metrics
• Deep intellectual curiosity about the effect of technology on Support organizations
• Confidence presenting to executives and end users, with inherent awareness to craft your message to different audiences
• Ability to manage by influence across internal departments and technical teams
• Fundamental desire to collaborate, innovate and showcase the team's work over your own
• Blend of technology and AI experience with business acumen
• A desire to continually increase professional skills, including certifications and/or training in PMP, Agile, Emotional Intelligence, and Executive Communication

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.
• Expertise designing streamlined presentation decks combined with the ability to present with confidence and write without errors
• Experience or understanding of ServiceNow's products and the Now Platform®, and a commitment to become certified in ServiceNow Administration Fundamentals

Basi Qualifications:

• Bachelor's degree or higher
• 10+ years of experience managing global, cross-functional programs
• 10+ years of experience in Enterprise Support organizations

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 and their assigned work location. 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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